Email processing through server-side synchronization

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Applies To: Dynamics CRM 2015

Centrally manage mailboxes and profiles, configure email for users and queues, and track errors about email processing using server-side synchronization in Microsoft Dynamics CRM. If you’ve been using the Email Router, but now want to use server-side synchronization, you can use the migration wizard to quickly move the configuration settings into Microsoft Dynamics CRM.

In addition to setting up email, you can use server-side synchronization to synchronize appointments, contacts, and tasks from Microsoft Exchange Server.

Server-side synchronization connects Microsoft Dynamics CRM with one or more Exchange servers or POP3 servers to set up incoming email, and one or more SMTP or Exchange servers to set up outgoing email. Supported email service configurations for server-side synchronization.

What server-side synchronization provides

If you’re an administrator, you can use server-side synchronization to:

  1. Enable incoming and outgoing email for users and queues (through personal mailboxes).

  2. Monitor and report errors regarding email to users and email server profile owners.

  3. Enable contacts, tasks, and appointment synchronization from Exchange.

How server-side synchronization works

When Microsoft Dynamics CRM is set up, a mailbox record is created for each user and queue in the organization. These mailboxes are associated to an email server profile that defines the settings for connecting to the email server. Server-side synchronization uses this information to process email for all mailboxes for a specific email server profile.

Note

If your organization has a large number of mailboxes to monitor, you can consider using a forward mailbox to reduce the administrative effort. Forward mailbox vs. individual mailboxes.

After you create the email server profile and associate the mailboxes, you must test incoming and outgoing email, and appointment, task, and contact synchronization, and enable the mailboxes for email processing. With server-side synchronization, you can do all this from within Microsoft Dynamics CRM. Once configured, incoming email messages are tracked in Microsoft Dynamics CRM and stored as activity records, and email messages created in Microsoft Dynamics CRM are also sent. The email activity records in Microsoft Dynamics CRM include the contents of the email message, such as the text of the message and its subject line, and also relevant associations with other Microsoft Dynamics CRM records. For example, when a salesperson replies to a customer about a case, an email activity record is created that includes the text of the message, plus the information associating the email activity record with the correct case record.

Note

Email sync using server-side synchronization works only when the Process Email Using has been set to Server-Side Synchronization in the Email tab of the System Settings dialog box. By default, the field is always set to Server-Side Synchronization for a new organization.

See Also

Server-side synchronization
Set up server-side synchronization of email, appointments, contacts, and tasks

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