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Planning email integration

This section applies to Microsoft Dynamics CRM Online and on-premises versions of Microsoft Dynamics CRM 2013. To use the Microsoft Dynamics CRM email routing and tracking features, you must use one or both of the following software components to integrate your email system with your Microsoft Dynamics CRM deployment:

  • The Email Router provides centrally managed email routing for users, queues, and forward mailboxes. This is frequently the better option for on-premises, partner-hosted Microsoft Dynamics CRM, and some Microsoft Dynamics CRM Online deployments. With this method, email is routed to Microsoft Dynamics CRM regardless of whether the recipient is logged on.

  • Microsoft Dynamics CRM for Microsoft Office Outlook provides email routing capabilities on a single user basis. This doesn’t require the Email Router, and is frequently the better option for smaller organizations that don’t have a full-time IT staff, or for organizations that use Microsoft Dynamics CRM Online. With this method, the actual email routing for each user occurs only while the user is logged on. If Microsoft Outlook isn’t running, email messages aren’t processed until Microsoft Outlook is started again.

If your organization uses email queues, you must use the Email Router. Queues aren’t supported in CRM for Outlook.

Microsoft Dynamics CRM Server 2013 can operate without Microsoft Exchange Server or a POP3 server. However, you won’t have Microsoft Dynamics CRM incoming email tracking capabilities. Also, Microsoft Dynamics CRM Server 2013 can operate without an SMTP server. However, you won’t have Microsoft Dynamics CRM outgoing email capabilities.

Depending on your requirements, you may want to implement a solution that uses both the Email Router and CRM for Outlook. For example, if your Microsoft Dynamics CRM deployment hosts multiple organizations, or a single organization that has users who have varying needs, you may want to configure some users for the CRM for Outlook email routing method, and configure other users and queues for the Email Router.

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