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EmailToCase Part 1 : Create a Queue record in the Microsoft CRM application

Jun16

Written by:John Tounoussidis
6/16/2009 9:59 AM 

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  1. Open the CRM application and select the Settings area.
  2. Click on the Business Management menu item
  3. When the Business Management screen appears select Queues from the list.
  4. Click New to create a new Queue record

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  5. Fill out the form giving the queue
    a.  A meaningful name
    b.  Selecting which business unit it belongs to
    c.  The email address your users\customers will send emails to
    d.  The owner of the queue.
    e.  A brief description (optional)
    f.  Select what you would like to accept in the queue. In most cases “All e-mail messages” will be the correct choice.
    g.  Select Email Router for the incoming email access type as it is by far the easiest to configure and work with.
    h.  Select Email Router for the outgoing email access type also.
    i.  Tick this and specify a specific username and password when windows authentication is not available. (Not required in most cases and optional)
    j.  Click Save and Close and you’re done creating your Queue record.

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