Sonoma Partners Microsoft CRM and Salesforce Blog

Managing Multi-Domain Mailboxes in Dynamics 365

Today's blog post was written by Neil Erickson, Principal Developer at Sonoma Partners.

We often get asked about the viability of complex CRM scenarios. Below is one such scenario:

The customer had multiple instances of Exchange running in multiple domains. Dynamics CRM users existed as Active Directory users on the same domain, so both users existed as users within Dynamics CRM. One user was set up in the primary Exchange instance. The other user was set up as a mail contact with an email address outside the primary Exchange domain. We were asked if it were possible for both users to be email-enabled within CRM.

The first thing was to determine the sync method to use for the mail contact user, which was easy in this case: the preferred option in this case was for the user to use the Microsoft Dynamics for Outlook plugin to sync with CRM. From there, we followed these steps to test out the account.

Step 1: Creating the users

Primary Domain: sonomacrm1.local

Primary Exchange server: sonoma-crm1exch.sonomacrm1.local

CRM server: sonoma-crm1.sonomacrm1.local

Secondary Exchange domain (for mail contact user): sonomacrm2.local

First user: Control user

AD: SonomaTest1

Domain: sonomacrm1.local

Exchange Mailbox: SonomaTest1@sonomacrm1.local

CRM user: Sonoma Test 1

Second user: Mail contact user

AD: SonomaTest2

Domain: sonomacrm1.local

Mail contact user email address: SonomaTest3@sonomacrm2.local

CRM user: Sonoma Test 2

Step 2: Adding the users to CRM

Both users were added from their existing AD users using the New Multiple Users function. CRM correctly imported their information and email addresses.

Step 3: Setting up user's mailboxes in CRM

Both users Mailboxes had to have their email addresses verified, then approved. Once approved, both mailboxes were then activated in CRM to mark them as active mailboxes.

Step 4: Setting up the Microsoft Dynamics CRM for Outlook plugin

This step consisted of setting up the plugin for each user on separate client machines. Both connected without issue. The setup for the control user was straightforward. The caveat here was setting Outlook to the right mailbox login for the mail contact user. In this case, we connected it to SonomaTest3@sonomacrm2.local. So it attempts to connect, but it passes that password from the SonomaTest2 account. Correcting that is an easy but critical part of the setup. This is critical since SonomaTest2 will be used to authorize to the domain and to the CRM instance but not to Exchange.

Once they are connected properly to Exchange, configuring the CRM for Outlook plugin is as simple as plugging in the correct CRM organization URL.

Step 5: Testing out emails, appointments, and tracking

For testing, we developed scenarios that would work seamlessly in the control environment for SonomaTest1. These included:

  • Tracking an existing email in CRM from Outlook
  • Composing an email from the CRM dialog and tracking it
  • Composing an email from the CRM dialog and tracking it with a regarding field set
  • Tracking an existing Outlook appointment in CRM
  • Composing a new meeting request from the CRM dialog in Outlook, tracking it, and setting a regarding field.
  • Composing an email to a contact from within CRM

These all worked without incident in both the control environment and in the environment for the secondary domain. Monitoring SonomaTest3's external mailbox confirmed emails and appointments were being sent out.

Topics: Microsoft Dynamics 365