Reply to CRM Queue Emails with Outlook

Managing Queue Email

Micrsoft CRM Deployment

February 28, 2011, by Bill Bonofiglo, Dynamics MCT

Abstract

Microsoft Dynamics CRM 4.0

The Microsoft CRM Outlook client allows a User to send/receive CRM emails seamlessly. However, public Queues are different. Because these emails are CRM Activity records, not Outlook emails, replies use the web based form devoid of spell and grammar check, etc. This scenario is especially important when multiple CRM Users reply to Queue emails.

This article will demonstrate how a User can click a custom button on any CRM email form and a new Outlook email opens just like clicking Reply from the Outlook Inbox. This CRM customization is most relevant to Queue emails because Outlook seamlessly manages all other emails for the User.

Will All CRM Deployments Benefit?

Yes and no. Any Microsoft CRM deployment would benefit from having a button on a CRM email Activity record that invokes an Outlook reply. However, this is not so important if the User is running Outlook except for Queue emails. The following example will explain.

Imagine a small marina with three employees using Microsoft CRM Online. There is one Queue configured sales@yourmarrina.com and only one employee handles these Queue emails. In this scenario, replying to a CRM Activity email is not required. Simply ignore the email activities in the CRM Queue, and reply/send everything from Outlook.

The User simply has the Queue email address configured in Outlook. The emails come and go just like any email account. This works great for one User only. If two or more Users receive copies of the incoming Queue emails, how would you tell if someone else had already replied? It would be difficult.

What if you want multiple Users to access Queues? No problem, it is designed for this. In this scenario, you need to leave Microsoft Outlook receive out of the equation. Leave the emails on the server in a public Queue folder and let CRM Users assign them out of the CRM Queue whenever they want.

Managing CRM Queue Email

Global centralization makes is easy to monitor/manage incoming Queue requests if the User removes the email from the Queue. This simple procedure is mandatory so emails do not get replied to more than once.

In our previous related article Using CRM Queues CRM workflow creates Lead records for some incoming Queue emails. This provides a Lead container for all related CRM Activity records to go while communicating with the Customer. The goal is to convert the Lead to an Opportunity and a Contact.

Requirements for this Customization

We need:

One sending/receiving CRM email Queue.
The Outlook Client running on the Users computer.
A Workflow for the email create event.
JavaScript in the ISV.Config XML file.
JavaScript in the OnLoad event for the Email entity.

How it Works

Ok. Let's look at some screen shots. An email gets sent to a Queue. A User accepts it and opens it to read/reply. They click "Send an Outlook Email."

A brand new Outlook email opens and looks like this.

The user then clicks Track in CRM, types the message and clicks Send. That's it.

Who can Benefit

Any Company using Microsoft CRM Queues will find this very valuable. Although this was developed and tested for Microsoft Outlook, it should also work for other email clients as well.

This customization gives the User all the rich features of Outlook, including spell and grammar check, with the click of a button. That's huge.

How to Get This Solution

This solution is part of our Microsoft CRM Consulting Services. To learn more about how this solution can be deployed for your company, please contact Bill today using the Contact web page (top right tab).

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