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CRM Email to case functionality

  • 1.  CRM Email to case functionality

    TOP CONTRIBUTOR
    Posted 09-24-2015 08:38 PM

    Hi All :)

     

    We previously had a CRM instance setup with a hosted environment (which means it is somewhat 'on premise'). We used the crm functionality 'email to case' and it worked because our exchange is on premise and our crm, though hosted, acted as on premise. The CRM instance has since moved to directly online with Microsoft and we can no longer utilise the email to case function because apparently an on premise exchange can't connect with an online CRM.

    This was a huge feature for our business and we are desperate to get it back :D

    We have even though about setting up an online email address which has the email to case function linked to it and we could forward our exchange emails to that email address. But this isn't ideal obviously.

     

    Any help or suggestions would be greatly appreciated :D 

     

    thanks!

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    Ebony Dew
    Merj
    Marcoola
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  • 2.  RE: CRM Email to case functionality

    MICROSOFT MVP
    Posted 09-25-2015 08:55 AM

    I believe the feature to link CRM online with on-prem exchange is coming in CRM 2016.

    In the meantime, you could use the "old way" and setup the CRM Email Router to link CRM online and Exchange:

    https://technet.microsoft.com/en-us/library/hh699800.aspx

    Its not quite as elegant and requires a server/workstation to install this on but it is an option.

    Cheers

    Nick


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    Nick Doelman
    Manager, Solutions
    BDO Solutions Worldwide
    Ottawa
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  • 3.  RE: CRM Email to case functionality

    TOP CONTRIBUTOR
    Posted 09-25-2015 08:59 AM
    Edited by Heidi Neuhauser 09-25-2015 08:59 AM

    Hi!

    We have the opposite setup - hosted CRM and Office 365 in the cloud. Once we set the CRM Encryption Key to our CRM org, the Outlook sync started working again.

    Maybe that works with the reverse set up as well? Hope it helps!
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    Heidi Neuhauser
    CRM Administration Manager
    Surgent Professional Education
    Devon PA
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  • 4.  RE: CRM Email to case functionality

    GOLD CONTRIBUTOR
    Posted 09-28-2015 10:12 AM

    Heidi,

    Can you explain how you set up your CRM to work with the O365 in the cloud? I have little to no flow back and forth. We are hosted CRM through Zero 2 Ten and have O365 in the cloud.

    I appreciate any insight you can offer.

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    Melita Bouchet
    Marketing & CRM Administrator
    Meridien Accents, Inc.
    LaGrange GA
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  • 5.  RE: CRM Email to case functionality

    TOP CONTRIBUTOR
    Posted 09-29-2015 03:47 PM

    We had the same problems. Once our partner added the CRM Encryption key, the data flowed in our Dev environment. We did the same in Prod and now it works. Ask your partner about the encryption key - it's like the holy grail of making those two talk nice when you're not in a deployment method that MS likes :)

    And then, most importantly, when it works...
    **CRM Admin Happy Dance**

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    Heidi Neuhauser
    CRM Administration Manager
    Surgent Professional Education
    Devon PA
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  • 6.  RE: CRM Email to case functionality

    GOLD CONTRIBUTOR
    Posted 09-25-2015 11:59 AM

    Hi Ebony,

    I don't know about this specifically, but we are in a similar situation with CRM Online and (true) OnPrem Exchange.  Because of this, we had to install the CRM email router in our hosted server farm in order to get email notifications to send out of CRM.  Maybe something similar would work for email to case?


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    Eva Sandvik
    Senior Access Control Analyst
    SCMG Connect
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