This chapter is designated Field Guide Triple XXX. It is week 5 in the review of the CRM Field Guide chapters from the book – The CRM Field Guide – How to CRM like an MVP with Microsoft Dynamics CRM. This week it is the 42 page Email Router chapter.
As I mentioned at the start of the blog this chapter is rated Triple XXX. What is a Triple XXX CRM Field Guide book rating? This is a chapter than you will end up using 3 times as follows:
- First read to get an understanding into the subject matter: what the component does, is it right or necessary for your environment and the general requirements to make it work.
- During the installation and configuration process
- Troubleshooting implementations that were working but then just stopped.
Let’s get a glimpse (just some teasers, we want you to buy the book) into what the chapter offers up in each of the three categories.
1. Understanding – At some point in every implementation the subject of Do I need the Email router comes up between the client and the CRM partner. As much as we would like give a succinct – Yes you do, no you don’t response, it usually can’t be responded to so simply. When CRM was first released (~2003, V 1.2) the email router was positioned primarly as the way call center users could send out email, tag it in CRM, but not have to use the Outlook Client. Call center personell usually didn’t have Outlook at their disposal. Over the years that seems to have moved from being the typical justification to just another possible example scenario. The author has a very nice introduction into why and why not use the router and where and when it fits and where and when it doesn’t fit. Part of the explanation is summed up in the following graphic from the chapter.
2. Installation and Configuration – the email router reminds me of the old dial up modem configuration days, you either had the settings right or you didn’t and it isn’t like horseshoes, close doesn’t count. The functioning of the email router is generally a binary process – it either works or it doesn’t work. Besides walking you through step by step with screen shots and the fill in the blank responses for the configuration settings there is some great guidance on how many profiles you should set up and when to use or not use the Mail Forwarding approach in the Rule Deployment Wizard.
3. Troubleshooting – If you follow the step-by-step directions in the chapter you will see that the configuration of the router can be a fairly simple process. However, since the router is an application that is designed to fit between CRM and a variety of email systems, there are several areas where complications can occur. Rather than just a collection of troubleshooting tips, this chapter provides them in a methodology that can be used to determine the root cause and resolve it. Did you know that there was an router logging function that can be enabled and where those log files are written? You will have you get the book and read this chapter.