Forward mailbox vs. individual mailboxes
Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2016, Dynamics CRM Online
The information provided here is for versions of Dynamics 365 prior to Dynamics 365 (online), version 9.0. For the latest documentation, see Forward mailbox vs. individual mailboxes.
You can use mailbox monitoring to poll one or more mailboxes for incoming email messages, and then determine what actions Microsoft Dynamics 365 will take based on the email message, such as create or update records in the system. You can configure server-side synchronization or the Email Router to monitor either of the following:
A forward mailbox. This is a single, central mailbox.
The mailbox for each user or queue.
If you administer an organization that has to monitor a large number of mailboxes, you should consider using a forward mailbox to reduce the administrative effort. Monitoring many mailboxes can sometimes require maintaining access credentials in many incoming configuration profiles.
By using a forward mailbox, you shift the administrative effort to the task of deploying a server-side forwarding rule to each user mailbox. The forwarding rule forwards all incoming email messages as attachments to the centralized forward mailbox. For Microsoft Exchange Server only, you can use the Rule Deployment Wizard (installed with the Microsoft Dynamics CRM Email Router) to deploy forwarding rules. This can significantly reduce administration and maintenance requirements because the Rule Deployment Wizard can deploy forwarding rules to multiple Microsoft Dynamics 365 users at the same time.
To use a forward mailbox with a Microsoft Dynamics 365 deployment that interfaces with a POP3-compliant email system, the email system must be able to forward email messages as attachments.
For POP3 e-mail servers and Exchange Online, you cannot use the Rule Deployment Wizard. Instead, you must create the rules manually.
You can configure users and queues in different ways within the same Microsoft Dynamics 365 deployment. For example, you may want to configure some user or queue mailboxes to be monitored directly on one email server, and configure others to use a forward mailbox on a different email server.
Monitor a forward mailbox
When you use forward mailbox monitoring, incoming email messages are processed by Microsoft Exchange Server or the POP3 server and Microsoft Dynamics 365 in the following sequence:
An email message is received by a Microsoft Dynamics 365 user or queue mailbox, on either the Exchange Server or the POP3 server.
A rule in the user's mailbox sends a copy of the message, as an attachment, to the forward mailbox.
Microsoft Dynamics 365 (by using server-side synchronization or Email Router) retrieves the message from the forward mailbox and creates the appropriate records.
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