Planning e-mail integration

You can control the tracking and routing of incoming and outgoing e-mail by using the following Microsoft Dynamics CRM components:

• The E-mail Router, which provides e-mail routing for users and queues. If your organization uses the E-mail Router, you can establish a dedicated forward mailbox to which all incoming e-mail messages are forwarded from the e-mail server. You can also enable smart-matching, which automatically associates incoming e-mail messages with their cases..
• Microsoft Dynamics CRM for Microsoft Office Outlook, which gives users access to the same data as the Web application, and provides e-mail routing capabilities. Note that Microsoft Dynamics CRM for Outlook does not require the E-mail Router.

For more information about how to use and configure these components, see Planning e-mail integration.