Dear all,
I have a wierd issue where I am confusing on the proper way to use mail box in CRM and Outlook.
First of all we have a generic info mail box which is the received mail box from visitors on our web site. This mail box is only used as Input.
When a request a arrive in our INFO box, the request is process by our sales dept from a SALES mailbox used as IN and Out.
Q 1 : Based on the info box actually I have define our info box as incoming only in CRM and input email goes in Input queue. Then this email is proceed by our sales department. In order to keep track on initial request is is better to handle INFO box as input only and then sales person pick up the request from the INFO queue or is it better to have the INFO box configure as a forward mail box and redirect INFO box into SALES mail box INCOMING queue ?
Q 2 : If an email is SENT in CRM from the SALES mail box, does that email will be seen in Send folder or outlook ? if not how can I see all send or receive email in CRM in outlook ?
The reason of my question is because we have user who are only using outlook and some other only CRM and users using both and sometime they gets confused because they do not know from oulook if an email has been really send because it has been send from CRM and due to that they need to swicth between both who result in lost time
Thanks for this clarification on using mail box