Tip #1147: Revisiting Queues and Teams

Almost two years ago I wrote on the merits of using Teams vs Queues for managing Cases. While I stand behind what I wrote (Teams are simpler but Queues are more powerful) another element raised its head recently which is worthy of consideration if you are going down the path of setting up Case management. […]

Tip #1121: What happens if an email is sent to multiple queues?

This tip comes from my colleague Bruce Sithole who did the hard yards to find out the answer to this question. As it turns out, the behavior is a little unpredictable. Firstly, multiple queues can process the email and create a Case. The order of processing appears to be first polled, first served. Also, there […]

Tip #899: If email gets rejected check for duplicate addresses

Duplicate stamp

tl;dr When incoming email gets rejected, check if you have records in mail-enabled entities (contacts, accounts, queues, and system users OOB) using the same email address. I’ve done this today Set up a hybrid server-side sync for a customer. (There are some gaps in the docs, this is a recommended reading companion.) Add a support […]

Tip #484: Don’t Clutter your CRM queue mailboxes

In tip 395 I made reference to the new office 365 Clutter feature. This feature uses machine learning to separate out “graymail,” such as email subscriptions and advertisements that you opted in to. I found it does a great job on my personal inbox, with very few false positives. Recently, however, we found that emails that […]