Hi,

What I understand from your problem definition is, you have multiple Service logging ID’s. Whenever emails are logged on these id’s, you want to send them to filing address in order to log it in CRM. Yes, using rules in client systems outlook would be easier for this however cumbersome to follow on every machine. Is there any problem if you configure all those email id’s as filing email addresses in CRM. All you need to do is create common rule file like communication.js and attach the same with all the filing addresses.

Regards,
Dinesh

Thanks for reply Dinesh. I may not be understanding your reply, as it sounds like you are suggesting we have multiple filing addresses for the different users? We have it setup with just one filing address for everyone at the moment, the problem is with how we can easily setup some rules in Outlook/Exchange, so that incoming emails are forwarded to filing address, and outgoing emails automatically bcc to filing address. We're looking to see if this is possible with transport rules in Exchange 2010, but posted here to see if anyone had similar experience.

Hi,

Let me elaborate what I understood earlier.

1. Let’s say your company domain is xyzltd.com.
2. There are 2 service people A and B with email id’s [email protected] and [email protected] respectively.
3. You have one filing address like [email protected].
4. So whatever emails are received on A and B’s email address, have to be forwarded to [email protected] to file in CRM.
5. In this my suggestion was to configure [email protected] and [email protected] as filing addresses in CRM. So automatically emails received will be filed. You can change the rule file to change the email logging process the way you want.

Now what I understand from your below email is that you have only one filing address for all let’s say [email protected]. In this case you can configure this only email address as filing address in CRM and if all settings are correct mail must be filed without any issues.

Hope I am understanding your problem correctly. If not, please elaborate with example so that people can understand properly.

Regards,

Dinesh

Thanks for your replies Dinesh, your help is appreciated.

Your example is close; but instead of wanting to file emails for [email protected] and [email protected], they want to do it for all of the users in CRM. We could set each of their email addresses up as a filing email, but I'm thinking it would be simpler to just use one, and have Exchange doing some kind of forwarding to this address. This way, when new users join the company then they don't have to remember to add a new filing address, it would work as long as their new CRM user had the right email address.

There's also the issue of getting the emails that they are sending from Outlook, without expecting them to bcc each time, or else need a rule configured in Outlook (which I can't get to bcc anyway).

So I was thinking that rules in Exchange would deal with both incoming and outgoing emails, I'm just not sure if it will work with what comes with Exchange, or whether some other kind of add-on would be needed.

Of course, I think that they are mad for wanting to do this as filing all incoming and outgoing emails seems crazy to me, but they're upgrading from ACT and are used to being able to have this happen in ACT.

Hi,

I'd do this with Exchange hub transport rules, and just CC what you want to the email manager inbox. You'll be able to set that up on the organisation level in EMC. Like you say though, it might be a bit mad filing everything, you might want to add a filter on the subject or something.

On our internal CRM system, we have a common response template in CRM that CCs everything to the email manager address. The email manager mailbox is also included on our team distribution list. It's clunkier, but suits the way we work, as only case-related emails get filed.

Thanks,

Rob

Our Accelerator Outlook integration provides something that might hit the mark here. You can set it to file any email once its viewed and also all sent emails from a client. There is more to it but in so far as your requirements go i think it might do the trick. Happy to discuss if you're interested.