Chapter 4: Microsoft CRM Exchange E-mail Router

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

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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:

crmmailbox@advwork.msft

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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

support@advworks.msft. 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
support@advworks.msft 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 = support@advworks.msft

• Microsoft CRM Queue parameters:

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

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– E-mail address = support@advworks.msft

– 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.

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