Using Shared Mailbox and Queue in CRM for implementing generic email address in Dynamics 365 and Exchange Online.

Recently, we had a requirement to send email to customers using a generic email address like from Dynamics CRM (& Exchange Online).

The way we can implement this is through Shared Mailbox and Queue in CRM Online.

Log in to the Administration Portal

Select Shared mailboxes

Members can be added to the Shared Mailbox

Now back in CRM assign the email id to a particular queue.

Now sending an email activity with From as Queue and to as one of the user inside CRM.

Open the user’s mail box.

Make sure we have done Test and Enabled Mailbox for the Shared Email Box and have set Incoming and Outgoing Email as Server-Side Synchronization.

Hope it helps..


Author: Nishant Rana

I love working in and sharing everything about Microsoft.NET technology !

7 thoughts on “Using Shared Mailbox and Queue in CRM for implementing generic email address in Dynamics 365 and Exchange Online.”

  1. I am getting below error in mailbox record after sending an email to sharedbox.

    An unknown error occurred while receiving email through the mailbox “test email”. The owner of the associated email server profile has been notified. The system will try to receive email again later.
    Email Server Error Code: Exchange server returned UnknownIncomingEmailIntegrationError -2147220891 exception.


      1. No. Microsoft support team have confirmed this as product bug in recent D365 July 2017 release and I am closely working with Microsoft Support team to get it fixed for our environments.

        Liked by 1 person

          1. Thanks for the prompt Response! We’re going to initiate a support request with Microsoft and reference your information – Hopefully this is something they resolve sooner-than-later, although based on the 3 month wait so far, i’m not optimistic… So as a backup plan, we’re going to see if we can use a non-Shared Mailbox with the Queue integration in a sufficient way so that we don’t need to use the Shared Mailbox functionality.
            Thanks again for the prompt response! 🙂

            Liked by 1 person

  2. A shared mailbox is very useful. I am reading your blog and I get the right information about shared mailbox. I found your website just right for my needs. Thanks for sharing the great information. Good Luck!


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