integrate Exchange Server, Web access Outlook Client and MS Dynamics CRM

Posted on 2011-10-21
Last Modified: 2012-08-13
What is the best way to integrate all these technologies together?
Currently we are using Exchange server and it keeps a copy of all the emails for auditing and compliance.  If we integrate MS Dynamics CRM,  should we move all the emails (old and new) all to CRM or should we keep it in Exchange server?

Can someone give me some detail the advantage and disadvantage in both cases? Or one is better than the other.

Is there any white paper discuss such a integration?  Thanks.
Question by:tommym121
    LVL 27

    Accepted Solution

    Hi tommym121,

    Technically you dont have to integrate them except just providing URL of your Exchange server when you are installing CRM.
    Out of box CRM supports integration wtih Exchange.

    LVL 29

    Assisted Solution

    Whether you keep e-mails in Exchange or CRM is a business decision for your company.
    Not all staff will necessarily use CRM and CRM is not an e-mail management system. It isn't really a case of one system being than the other. You need to consider what your company is using CRM for and what staff want to see when working in CRM.

    I don't think it is an either or situation. Most of my clients allow staff to decide which e-mails are stored in CRM (using the Track button in the Outlook client).
    LVL 4

    Expert Comment

    Hi tommym121,

    Exchange and CRM both are tightly integrated witih Windows Active Directory. You may use explore web services.

    Author Comment

    In my case, I am in the financial sector.  There is a straight compliance to track all emails between our advisors and our customers.

    Does that means I have to store all emails to CRM if our company have audit being done every month randomly?

    Can the audit be done easily against the customer entity in CRM when the emails are stored under Exchange?  Can it be done via programming?
    LVL 29

    Assisted Solution

    If your compliance need is to track all emails between advisors and customers then I would be tempted to store all emails in CRM for audit purposes. I imagine that when you are audited you will need to show all correspondence with a particular customer and it will be easier to do that from within a customer record in CRM. In Exchange it will be harder (but not impossible) to idenitfy and group all the relevant e-mails for a specific client.

    You may of course decide to keep e-mails in both systems.


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