microsoft crm exchange e-mail router(chapter-4)

Chapter 4: Microsoft CRM Exchange E-mail Router

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CHAPTER 4: MICROSOFT CRM EXCHANGE E-MAIL ROUTER Objectives

Actively participating during this lesson helps you:

• Understand the role of the Microsoft CRM Exchange E-mail Router in a Microsoft CRM deployment.

• Understand how the Microsoft CRM Exchange E-mail Router processes incoming e-mail.

• Identify each pre-installation requirement that must be completed before installing the Microsoft CRM Exchange E-mail Router.

• Learn how to install the Microsoft CRM Exchange E-mail Router. • Learn how to use the Rule Deployment Wizard to deploy forwarding

rules to each Microsoft CRM user's Microsoft Exchange e-mail Inbox.

• Learn how to create a queue within Microsoft CRM that displays e-mail messages received at a Microsoft Exchange mailbox.

Overview To successfully implement Microsoft CRM, you must understand the role of the Exchange E-mail Router within a Microsoft CRM deployment. It is also important to have familiarity with Microsoft Exchange and how it uses forwarding rules. This lesson examines how e-mail messages are processed and tracked throughout Microsoft CRM. Key features that control e-mail processing in Microsoft CRM 3.0 include:

• Tracking tokens • A Microsoft CRM mailbox • Automatic tagging of promoted e-mail • Simplified configuration of the Exchange Router

Microsoft CRM Installation and Configuration

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These features are identified in the earlier lesson titled Microsoft CRM Components. This lesson briefly reviews this information, then focuses on the following topics:

• Creating the Microsoft CRM Mailbox • Installing the Microsoft Exchange E-mail Router • Setting up forward rules for every Microsoft CRM user • Setting up a Microsoft CRM queue to display e-mail messages

received within an Exchange mailbox


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Scenario Fabrikam Inc. is a mid-sized manufacturer of various chain products. These include oil field roller chain, precision roller chain, agricultural conveyor chain, and engineering class chain. Although their customer base spans multiple manufacturing industries, their target base includes manufacturers of agricultural machinery. They run their manufacturing, distribution, and financial operations on Microsoft Dynamics GP™. Fabrikam has recently purchased Microsoft CRM to improve their Sales, Marketing, and Customer Service operations.

Problem Fabrikam Inc. hired an implementation consultant to lead the Microsoft CRM 3.0 implementation. The company's project planning team performed a complete needs analysis of the company culture, and the consultant analyzed and upgraded the hardware and software environments. Fabrikam has completed the installation of Microsoft CRM Server. After a successful fiscal year, Fabrikam is looking to broaden its market share by focusing sales efforts on their best customers, extending product availability through an external Web site, and reducing cost of sales through lower production costs.

Goal The implementation consultant has completed installation of Microsoft CRM Server on a server running Windows® Server 2003.To set up the network to support e-mail functionality within Microsoft CRM, they must now install the Exchange E-mail Router. Additionally, because of their poor history of timely response to customer service requests, they request that Microsoft CRM is configured to display e-mail messages received at a customer service mailbox. The goal is to provide the service dispatcher with more timely visibility to submitted service requests.

Solution The implementation consultant must follow these steps:

1. Create the Microsoft CRM Mailbox.

2. Install Microsoft CRM 3.0 Exchange E-mail Router.

3. Create forwarding rules for each Microsoft CRM user so that incoming e-mail messages are forwarded to the Microsoft CRM mailbox.

4. Create a queue within Microsoft CRM to display mail received by a specific department's Exchange mailbox.


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Understanding the Exchange E-mail Router The Microsoft CRM Exchange E-mail Router Service is a software component that provides an interface between Microsoft CRM and Microsoft® Exchange. The following notes describe the relationship between Microsoft Exchange, the Exchange Router, and Microsoft CRM:

• Microsoft Exchange is not required to implement Microsoft CRM. • Exchange is only required when sending and receiving e-mail

through Microsoft CRM. • If Microsoft Exchange is deployed, the Exchange E-mail Router

component creates e-mail Activity records in Microsoft CRM for incoming Microsoft CRM e-mail messages.

The Exchange E-Mail Router in Microsoft CRM 3.0 Microsoft CRM 3.0 uses a rules-based architecture for processing e-mail messages. In this model, the sole purpose of the Microsoft CRM Exchange E-mail Router Service is to create e-mail Activity records in Microsoft CRM for qualified incoming e-mail messages.

Exchange E-mail Router Prerequisites For the Router to create e-mail Activity records, the following tasks must be completed:

• Create a Microsoft CRM Mailbox. A new Microsoft CRM mailbox must be created before running the Router Setup program. The Microsoft CRM mailbox cannot be a Microsoft CRM user's mailbox. The Exchange E-mail Router Setup program prompts the installation user for the name of this mailbox, and it installs the Router on the same Microsoft Exchange server on which the mailbox is located.

• Deploy forwarding rules. The Router Setup program installs a new Microsoft CRM E-mail Rule Deployment Wizard. After the Router is installed, the installation user must run the Rule Deployment Wizard to assign forwarding rules to the mailboxes of selected Microsoft CRM users. The wizard creates these rules automatically for each selected user.


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The Router and Incoming Microsoft CRM E-mail Incoming e-mail in Microsoft CRM 3.0 is processed like any other e-mail message. A Microsoft Exchange server receives the message and sends it to a Microsoft CRM user's mailbox. However, at this point the following Microsoft CRM e-mail functionality in 3.0 is performed:

• Forwarding a copy of the received e-mail. When an e-mail is received at a Microsoft CRM user's inbox, the mailbox's forwarding rule sends a copy of the incoming message to the Microsoft CRM mailbox.

• Router monitors Microsoft CRM mailbox. The Exchange E-mail Router Service sits on the Microsoft Exchange server that holds the Microsoft CRM mailbox. The router monitors the mailbox for any new messages forwarded from Microsoft CRM user mailboxes.

• Router creates e-mail Activity record. When an incoming e-mail message is forwarded to the Microsoft CRM mailbox, the Exchange E-mail Router reads the e-mail from the mailbox and determines whether to create a corresponding e-mail Activity record in Microsoft CRM. – The router makes this determination based on whether the

message is a solicited or unsolicited e-mail. o The message is considered to be a solicited e-mail message

if a valid tracking token is present in the e-mail's subject line. Solicited e-mail messages are replies to Microsoft CRM e-mail messages.

o The message is considered to be an unsolicited e-mail message if a tracking token is not present, or if one exists but is not valid. Unsolicited e-mails are any messages that are not replies to Microsoft CRM e-mails.

– If the e-mail is solicited the router creates an e-mail Activity in

Microsoft CRM and associates the Activity to the original outgoing e-mail Activity.

– If the e-mail is unsolicited and the Microsoft CRM user is not configured to receive unsolicited e-mail, then the router does not process the e-mail message.

– If the e-mail is unsolicited and the Microsoft CRM user is configured to receive unsolicited e-mail, then the Router creates an e-mail Activity.


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FIGURE 4-1: PROCESSING INCOMING E-MAIL E-mail messages successfully processed by the Router are deleted from the Microsoft CRM mailbox. E-mail messages not processed successfully by the Router are moved to a Failed message queue.

• By default, no message is sent back to the sender when an e-mail activity creation fails.

• The administrator can use rules or Exchange monitoring to set up automatic notification to the sender.

Installing the Exchange E-mail Router There are three parts to installing the Microsoft CRM Exchange E-mail Router Service. These include the following:

• Create the Microsoft CRM mailbox. The Microsoft CRM mailbox cannot be a user's mailbox.

• Install the Exchange E-mail Router Service. You must run the Microsoft CRM Server Setup program, which gives you the option to install the Microsoft CRM Server or the Exchange E-mail Router Service. During the Router install, the Setup program prompts you for the name of the Microsoft CRM mailbox.

• Run the Rule Deployment Wizard. After the Router is installed, the installation user must run this wizard to add, verify, and remove forwarding rules to each Microsoft CRM user's Exchange mailbox.


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Create the Microsoft CRM Mailbox The Microsoft CRM Mailbox receives copies of e-mail messages forwarded from Microsoft CRM user mailboxes. The Microsoft CRM mailbox has the following features:

• It must be created by the installation user before running the Microsoft CRM Exchange E-mail Router Setup program.

• It cannot belong to a Microsoft CRM user. • Create a new user account in Active Directory and have an Exchange

mailbox created for it. • When you create the user, specify the Microsoft Exchange server

where the mailbox is stored. See Figure 4-2 for an example of the Active Directory New User form for the Microsoft CRM mailbox.

FIGURE 4-2: ACTIVE DIRECTORY NEW USER FORM FOR THE MICROSOFT CRM MAILBOX

• The Exchange E-mail Router Setup program prompts the installation user for the name of this mailbox, at which point the program installs the router on the Microsoft CRM mailbox's Exchange server.

NOTE: Do not create a user account in Microsoft CRM for the Microsoft CRM mailbox. The user account created in Active Directory is strictly used for the purposes of assigning it the Microsoft CRM mailbox. This mailbox is used by the Exchange E-mail Router only; it is not used by the Microsoft CRM Server application.


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Install the Microsoft CRM 3.0 Exchange E-mail Router To run the Exchange E-mail Router Setup program, the installation user must have the following credentials:

• Be a member of the Domain Administrators group • Have local administrator privileges on the Microsoft Exchange

server where the router is installed. • Have local administrator privileges on the computer running

Microsoft CRM.

Step 1 − Run the Microsoft CRM Server Setup program After the Microsoft CRM mailbox is created, run the Microsoft CRM Server Setup program. This program gives you an option to install the Microsoft CRM Server or the Exchange E-mail Router. Select the Router option.

FIGURE 4-3: WELCOME SCREEN FOR MICROSOFT CRM SERVER SETUP PROGRAM

Step 2 − End User License Agreement The installation user has the option to print the End User License Agreement (EULA). The user cannot continue with the installation until the license agreement is accepted.

Step 3 − Select Router Components The installation user must select which applications to install. The choices are the Microsoft CRM Exchange E-mail Router Service and the Rule Deployment Wizard. In typical deployments, both applications are installed.


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Having the option of selecting which features to install allows you to install the Rule Deployment Wizard and the Microsoft CRM Exchange E-mail Router on different Microsoft Exchange servers. This gives Exchange administrators flexibility to manage e-mail issues from any Exchange server.

FIGURE 4-4: SELECT FEATURES TO INSTALL

Step 4 − Specify Microsoft CRM Server You must enter the URL of the Microsoft CRM Server you want to use.

FIGURE 4-5: SPECIFY THE MICROSOFT CRM SERVER


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Step 5 − Select Upgrade Option Indicate with the Yes/No option whether you are upgrading from an older release of the Microsoft CRM Exchange Router. The default value is No.

FIGURE 4-6: EXCHANGE CONNECTOR UPGRADE If you select Yes, the following screen provides instruction on upgrading your router.

FIGURE 4-7: EXCHANGE CONNECTOR UPGRADE INSTRUCTION


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Step 6 − Specify the Router Mailbox Enter the name of the Microsoft CRM mailbox in the form of DOMAIN\username.

FIGURE 4-8: MICROSOFT CRM MAILBOX

Step 7 − Select Install Location Select the directory in which the Exchange Router components will be installed. The default location is typically used.


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Step 8 − System Requirements The Setup program runs the Environmental Diagnostic Wizard. This verifies if the system requirements have been met. For any requirement that fails, click the error to receive a description of the error and suggested steps to solve the problem.

FIGURE 4-9: VERIFY SYSTEM REQUIREMENTS

Step 9 − Ready to Install Microsoft CRM Exchange E-mail Router This screen displays all the selections made on previous screens. If there are any parameters that need adjusting, navigate back to the appropriate screen and adjust the parameters.


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Step 10 − Installing the Router The Microsoft CRM Server Setup program installs the Microsoft CRM Exchange Router. If the router installs successfully, a dialog box appears that states the installation was successful. After the installation is complete, verify that a new program group exists in the Start menu called Microsoft CRM Exchange Router. The only program within this group is the Rule Deployment Wizard.

FIGURE 4-10: MICROSOFT CRM EXCHANGE ROUTER PROGRAM GROUP

Run the Rule Deployment Wizard The final step in the router setup process is running the Rule Deployment Wizard. This wizard adds a forwarding rule to the Microsoft Exchange mailbox of each Microsoft CRM user you select. The Rule Deployment Wizard is installed on the Microsoft Exchange server by the Exchange E-mail Router Setup program. The Router Setup program provides the option of installing the Rule Deployment Wizard and/or the Exchange E-mail Router.

• You can install the Rule Deployment Wizard on any Exchange server in the deployment.

• This gives Exchange administrators flexibility to deploy forwarding rules from any Exchange server of their choice.

Step 1 − Run the Rule Deployment Wizard The wizard is located in the Microsoft CRM Exchange E-mail Router program group under the Start menu.


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Step 2 − Select an Available Deployment Because Microsoft CRM 3.0 allows you to have multiple Microsoft CRM deployments in the same domain, you must specify the Microsoft CRM deployment to use by indicating the deployment server, which is another name for the Microsoft CRM server. To specify the deployment server you can either choose the deployment server from the list of Microsoft CRM servers, or enter the name of the Microsoft CRM server manually. In larger deployments with multiple Microsoft CRM servers, the wizard may not be able to detect all of the Microsoft CRM servers in a domain. Therefore, the option of entering the Microsoft CRM server name allows the user to specify a server the wizard could not detect.

FIGURE 4-11: MICROSOFT CRM DEPLOYMENTS (SERVERS)


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Step 3 − Specify the Forward E-mail Address Enter the e-mail address of the Microsoft CRM mailbox. This is where copies of e-mails are automatically forwarded when they are received by a selected Microsoft CRM user. There is also an option to deploy disabled rules. This option allows Exchange administrators to deploy the forwarding rules to their users, but the rules would be disabled on the user mailboxes. Each user is required to turn the rules on themselves if they want their incoming e-mail tracked within Microsoft CRM as e-mail activities.

FIGURE 4-12: E-MAIL ADDRESS OF THE MICROSOFT CRM MAILBOX

Step 4 − Select Users The Setup program displays each Microsoft CRM user set up in the Microsoft CRM deployment. The users on this page are not the Active Directory user accounts; instead, they are the Microsoft CRM user accounts. NOTE: If you load the Adventure Works Cycle sample data, five queues are created in Microsoft CRM. Each of these queues fail when the wizard loads the users on this page, since they have no corresponding Microsoft Exchange mailbox. Ignore these queues when selecting the user accounts.


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From the list of Microsoft CRM user accounts, select all users that should be assigned the forwarding rules. IMPORTANT: Run this wizard for each new Microsoft CRM user account created following the installation.

FIGURE 4-13: USER SELECTION

Step 5 − Select an Available Task Select the task you want the wizard to perform against the selected Microsoft CRM user accounts. The following options are available:

• Verify an existing rule in the selected user mailboxes • Deploy the forwarding rule to the selected user mailboxes • Remove the forwarding rule from the selected user mailboxes • Close the wizard


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Typically, the Deploy option is selected the first time you run the wizard. If you determine you do not want the forwarding rule assigned to a user, you can remove the rule from the user's mailbox.

FIGURE 4-14: AVAILABLE TASKS

Step 6 − Task in Progress A screen appears showing the progress of the selected task. When complete, it displays how many users were successfully updated.


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Lab 4.1 − Installing the Exchange E-mail Router Company: Adventure Works Cycle

Introduction In this Lab you install the Exchange E-mail Router and deploy forwarding rules to the Microsoft CRM user mailboxes. As you perform the instructions, use the information in the Scenario and Goal Description to complete the lab. See the Introduction to Training chapter for information about the two levels of lab instruction and the lab solution in Appendix B.

Scenario Adventure Works Cycle is implementing Microsoft CRM. As Technical Consultant, you have been assigned the task of installing the Microsoft CRM server software. The Microsoft CRM Server and sample data have been installed. You are ready to install the Exchange E-mail Router and deploy forwarding rules to each Microsoft CRM user's mailbox.

Goal Description To install the Exchange E-mail Router, you must first create the Microsoft CRM Mailbox. Use the following credentials when creating the mailbox:

• User First Name: Microsoft CRM • User Last Name: Mailbox • User alias: crmmailbox • Password: Pa$$w0rd (set to never expires) • Exchange Server: London (accept default)

After you have installed the router, run the Rule Deployment Wizard to create forwarding rules for all the Microsoft CRM users. NOTE: For the purposes of this lab select all users, including the CRM Administrator. In your production environments, decide whether all users should have forwarding rules applied, or only selected users. For example, you may not want forwarding rules included on administrator accounts.

When you run the wizard, point the program to the following Microsoft CRM mailbox address: [email protected]


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Challenge Yourself! Instructions Using the information discussed in the Goal Description, create the Microsoft CRM mailbox, install the Exchange Router, and run the Rule Deployment Wizard. To install the router, you must run the same Microsoft CRM Server Setup program that you ran in the prior chapter when you installed the Microsoft CRM Server.

• For classroom training environments, the contents of the Microsoft CRM Server Setup CD have been copied to your hard drive.

• For non-classroom training environments, insert the Microsoft CRM Server CD into your CD ROM drive.

Need a Little Help? Instructions Using the information discussed in the Goal Description, create the Microsoft CRM mailbox, install the Exchange Router, and run the Rule Deployment Wizard.

Creating the Microsoft CRM Mailbox Perform the following steps to create the Microsoft CRM Mailbox.

1. Navigate to Active Directory Users and Computers. Under the ADVWORKS.MSFT domain, right-click on the Users folder. Select New, then User.

2. Enter the first name, last name, alias, and password of the Microsoft CRM Mailbox using the information in the Goal Description.

Install the Exchange Router To install the router, you must run the same Microsoft CRM Server Setup program that you ran in the prior chapter when you installed the Microsoft CRM Server.

• For classroom training environments, the iso image of the Microsoft CRM Server Setup CD is available in Windows Explorer in the CD-ROM drive.

• For non-classroom training environments, insert the Microsoft CRM Server CD into your CD ROM drive.

For help installing the Exchange Router, see the section titled Install the Microsoft CRM 3.0 Exchange E-mail Router on page 168.


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Deploy Forwarding Rules After the router is installed, run the Rule Deployment Wizard. Select all Microsoft CRM users, and point the wizard to the Microsoft CRM mailbox address specified in the Goal Description. NOTE: When you load the Adventure Works Cycle sample data, five queues are created in Microsoft CRM. Each of these queues fail when the Rule Deployment wizard loads the users for selection , since they have no corresponding Microsoft Exchange mailbox. Ignore these queues when selecting the user accounts to which the rules will be applied. In production environments, any Microsoft CRM user account that does not have a corresponding Exchange mailbox will also fail during the load process. Ignore these user accounts as well.

For help running the Rule Deployment Wizard, see the section titled Run the Rule Deployment Wizard on page 173.


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Configuring a Microsoft CRM Queue to Display E-mail There are two aspects to the e-mail functionality in Microsoft CRM. The first deals with Microsoft CRM users sending and receiving e-mail messages. As demonstrated in the prior lesson, the Exchange E-Mail Router plays a key role in tracking incoming e-mail by associating them with e-mail Activity records. The second aspect of e-mail functionality in Microsoft CRM relates to the use of queues, specifically, receiving e-mail messages addressed to a queue and displaying them within a public queue in Microsoft CRM. EXAMPLE: Adventure Works Cycle has an e-mail box called [email protected]. All support related e-mails need to come directly into Microsoft CRM so they can dispatch them to the first available customer service agents. In this case, Adventure Works has to set the mailbox up to receive those e-mail messages and pass them to Microsoft CRM. In Microsoft CRM, the e-mail messages are displayed within a queue in the Workplace module.

Associating a Microsoft CRM Queue with an Exchange Mailbox This section examines how to configure a Microsoft CRM public queue so that it displays e-mail messages sent to a corresponding Microsoft Exchange mailbox. In most environments, queues of this kind are related to some type of customer service or sales support. As customers send e-mails to a customer service e-mail address, the Microsoft Exchange server routes a copy of the message to the Microsoft CRM queue associated with the receiving address on the message. The message is then displayed within this public queue in Microsoft CRM's Workplace module. Implementing queues within Microsoft CRM requires the following two step process:

1. Add the queue to Active Directory, associate an Exchange e-mail address with the queue, and assign it a specific Microsoft CRM property.

2. Add the queue into Microsoft CRM and associate it with the Exchange e-mail address of the queue created in Active Directory.


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FIGURE 4-15: CONFIGURING QUEUES

Procedure: Step 1 - Adding a Queue into Active Directory The first step requires that you create the queue in Active Directory, and then assign it an e-mail address and a corresponding Microsoft CRM property. To create the queue in Active Directory, you must create a user account that represents the queue. In doing so, you disable the user account, but you create an Exchange mailbox for the queue user so that it can receive incoming e-mail.

1. Log on to the Microsoft Exchange server as a user with Domain Administrator privileges (for example, CRM Administrator).

2. From the Start menu, point to All Programs, then point to Administrative Tools, then click Active Directory Users and Computers.

3. Click View on the menu bar, then click Advanced Features to enable viewing advanced feature property sheets.

4. If the console tree is not expanded for the domain (for example, ADVWORKS.MSFT), then double-click the domain name.

5. In the details pane, right-click the Users folder, click New, then click Users.

6. Enter the First and Last names. In the Adventure Works example, enter Support as the First Name and Queue as the Last Name.


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7. In User logon name, type the name (alias) the user will log on with (in this example, use support), and from the drop-down list click the UPN suffix that must be appended to the user logon name following the @ sign (advworks.msft). Click Next.

8. In Password and Confirm password, type the user's password and select the Account is disabled option. Click Next.

9. Select the Create an Exchange mailbox check box if it is not selected, and click Next.

10. Click Finish.

11. In the console tree, double-click the container in which you created the queue user.

12. Right-click the queue user in the details pane and click Properties.

13. On the Exchange Advanced properties tab, click Mailbox Rights.

14. If more than one account appears in the Group or User Names list, search the list to see if any of the accounts has the Allow option selected for the Associated External Account permission.

NOTE: By default, no group or user will have this permission assigned to it. However, depending on how an account was created, an existing account may already have this permission set. If another account currently has the "Allow" option checked for the Associated External Account permissions, check the "Deny" option for that account. Only one account at a time can have the "Allow" option set for the Associated External Account permission. Therefore, to set the Associated External Account permission for the queue, you must first Deny this permission for any account that previously had it assigned.

15. If no account has the Allow option set for the "Associated external

account" permission, or after removing this permission from an existing account, select Allow for this permission on the SELF Account. Verify Allow is selected for the Full Mailbox Access permissions. If Allow is clear, click Allow now.

16. Click OK to close the mailbox rights permissions dialog box.

NOTE: After the Exchange 2003 DSAccess cache is refreshed, the new configurations take effect and e-mail messages sent to the disabled queue user account will not generate errors.

17. Click the Exchange Advanced tab and click Custom Attributes.

18. Select the first available extension Attribute (on a new installation, the first one should be available), and click Edit.


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19. Type CRMEmailEnabled, click OK, then click OK again to close the Exchange Custom Attributes dialog box, and then click OK to close user properties.

20. If the Support Queue user account is enabled (it should not be if you selected the Disable this account option earlier), then right-click the Support Queue user object, click Disable Account and click OK.

WARNING: Ensure that this account is a disabled account. If this account is not a disabled account, the Microsoft CRM queue functionality will not work properly. You can disable the account when you enter the account password, or once the account has been created through this final step above.

Procedure: Step 2 - Adding a Queue into Microsoft CRM After the queue has been added into Active Directory and assigned an Exchange e-mail address, you must add the queue into Microsoft CRM. Associate the Microsoft CRM queue with the e-mail address of the queue you created in Active Directory.

1. Open Microsoft CRM.

2. In the Navigation pane, click Settings, then click Business Unit Settings. Under Business Unit Settings, click Queues.

3. Click New on the Action toolbar.

4. Enter the Queue Name, the Business Unit, the Owner, and the E-mail address of this queue.

Enter Support Queue as the queue name, Adventure Works Cycle as the business unit, Stefan Del Marco as the owner, and [email protected] as the e-mail address.

5. Click Save & Close to close the form.

6. In the Navigation pane, click Workplace, then click Queues to view the newly created Support Queue. Because this queue is associated with an e-mail address in Exchange that has a Microsoft CRMEmailEnabled property, incoming e-mail to this address is routed into Microsoft CRM and displayed in this Microsoft CRM queue.


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Lab 4.2 − Configuring a Microsoft CRM Queue to Display E-mail Company: Adventure Works Cycle

Introduction In this Lab you create a Microsoft CRM queue and associate it with an Active Directory mailbox. As you perform the instructions, use the information in the Scenario and Goal Description to complete the lab. See the Introduction to Training chapter for information about the two levels of lab instruction and the lab solution in Appendix B.

Scenario Adventure Works Cycle is implementing Microsoft CRM. As Technical Consultant, you have been assigned the task of installing the Microsoft CRM server software. You have completed the installation of the Microsoft CRM Server and the Microsoft CRM Exchange E-mail Router. You have been asked to address the Customer Service department's poor response time relative to customer service requests that are received. Because there was insufficient visibility of customer service requests in their prior system, Adventure Works' Customer Service department has had problems in the past responding to customer requests in a timely manner. To improve on their average response time, the Customer Service manager has asked you to configure a public queue so that e-mail addressed to your Customer Service department is routed automatically to this queue. This enables a customer service dispatcher to monitor the queue and assign each service request to a corresponding service rep as soon as the request is received.

Goal Description Adventure Works has requested that you create a public queue in Microsoft CRM and associate it with an Exchange mailbox. You must use the following parameters to complete this task.

• Active Directory User parameters: – User First name = Support – User Last name = Queue – User alias = support – Exchange mailbox = [email protected]

• Microsoft CRM Queue parameters:

– Queue name = Support Queue – Business Unit = Adventure Works Cycle – Owner = Stefan Del Marco


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– E-mail address = [email protected] – Description = Support Queue – Incoming E-mail = All incoming e-mail

Challenge Yourself! Instructions Using the information discussed in the Goal Description, create a Microsoft CRM queue and associate it with an Active Directory mailbox.

Need a Little Help? Instructions Using the information discussed in the Goal Description, create a Microsoft CRM queue and associate it with an Active Directory mailbox.

Adding a Queue into Active Directory The first step is to create the queue in Active Directory and associate it with Microsoft CRM. The queue must be assigned to an Exchange mailbox. For help in adding the queue into Active Directory and associating it with Microsoft CRM, see the section titled Procedure: Step 1 - Adding a Queue into Active Directory on page 182.

Adding a Queue into Microsoft CRM Once the queue has been added into Active Directory and assigned an Exchange e-mail address, you must add the queue into Microsoft CRM. When doing so, you must associate the Microsoft CRM queue with the e-mail address of the queue that you created in Active Directory. For help on adding a queue in Microsoft CRM, see the section titled Procedure: Step 2 - Adding a Queue into Microsoft CRM on page 184.


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Summary This lesson examined the following information:

• The role of the Exchange E-mail Router in a Microsoft CRM deployment.

• How the Exchange Router processes incoming e-mail. • The pre-installation requirement that must be completed before

installing the Microsoft CRM Exchange E-mail Router. • How to install the Microsoft CRM Exchange E-mail Router. • How to use the Rule Deployment Wizard to deploy forwarding rules

to each Microsoft CRM user's Exchange E-mail Inbox. • How to create a queue within Microsoft CRM that displays e-mail

messages received at an Exchange mailbox.


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Test Your Knowledge − Exchange E-mail Router Setup

1. True or False. Microsoft Exchange is required to implement Microsoft CRM.

2. Prior to installing the Exchange E-mail Router, you must log on to

the computer where the router is being installed as a user with ___________________ privileges.

a. Local Administrator b. Network Administrator c. Exchange Administrator d. Microsoft CRM System Administrator

3. True or False. The Exchange E-mail Router creates e-mail Activity

records in Microsoft CRM for incoming and outgoing Microsoft CRM e-mail messages.

4. Which of the following tasks must be completed before the Router

can create e-mail Activity records? Mark all that apply.

a. Create a queue in Microsoft CRM b. Create a Microsoft CRM mailbox in Active Directory c. Deploy Forwarding Rules d. Install the router on any Microsoft Exchange server in the

network

5. Which of the following statements are True when the Router receives an unsolicited e-mail message? Mark all that apply.

a. If the Microsoft CRM user is not configured to receive unsolicited e-mail, processing stops.

b. If the Microsoft CRM user is not configured to receive unsolicited e-mail but a queue has been created in Microsoft CRM and linked to an Exchange mailbox, then the Router creates an e-mail Activity.

c. If the Microsoft CRM user is configured to receive unsolicited e-mail, then the Router creates an e-mail Activity.

d. Unsolicited e-mails are not forwarded from the Microsoft CRM user's inbox to the Microsoft CRM mailbox, so the router does nothing with them.


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6. True or False. The Microsoft CRM mailbox cannot belong to a Microsoft CRM user.

7. When creating a queue in Active directory, what custom attribute

must be assigned to the queue?

a. Microsoft CRMEmailEnabled b. Microsoft CRMForwardEmail c. EnableMicrosoft CRM d. EnableMicrosoft CRMMessaging


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Quick Interaction: Lessons Learned Take a moment and write down three Key Points you have learned from this chapter: 1.

2.

3.

microsoft crm exchange e-mail router(chapter-4)

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