Complete step-by-step guide on how to create a shared mailbox in Microsoft 365 and configure it to work with Dynamics 365 Customer Service for use with Email to Case or queues.

📩 Step 1: Create a Shared Mailbox in Microsoft 365 Admin Center

1. Go to: https://admin.microsoft.com
2. Navigate to Teams & groups > Shared mailboxes.
3. Click + Add a shared mailbox.
4. Enter:
   • Name: e.g., Support Mailbox
   • Email address: e.g., support@yourdomain.com
5. Click Create.

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✅ After creation:

• Assign members (e.g., D365 service account, or mailbox administrator).
• Note: Shared mailboxes don’t need a license to receive emails.

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🔄 Step 2: Assign a License Temporarily (if needed)

⚠️ Dynamics 365 requires the mailbox to authenticate, and shared mailboxes don’t have sign-in capabilities by default.

So you have two options:

Option A: Use a licensed user mailbox instead

• More straightforward. Use a user mailbox and forward emails from the shared mailbox.

Option B: Temporarily assign a license to the shared mailbox

1. In Microsoft 365 Admin Center, go to Users > Active users.
2. Search the shared mailbox name and assign an Exchange Online Plan 1 license.
3. Enable Sign-in on the mailbox (optional but sometimes required).
4. Add delegated permissions if needed.

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🧰 Step 3: Create a Queue in Dynamics 365 Customer Service

1. Go to Customer Service Admin Center or Advanced Settings.
2. Navigate to Queues > Click + New.
3. Fill the form:
   • Name: Support Queue
   • Type: Public
   • Incoming Email: support@yourdomain.com (the shared mailbox)
   • Set “Convert Incoming Email to Activities” to Yes
4. Save the queue.

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📫 Step 4: Configure the Mailbox in Dynamics 365

Once you save the queue, a mailbox record is automatically created.

1. Navigate to Email Configuration > Mailboxes.
2. Search and open the mailbox created for support@yourdomain.com.
3. Ensure:
   • Email Address: Matches the shared mailbox
   • Incoming Email: Server-Side Synchronization
   • Outgoing Email: Server-Side Synchronization
4. Approve and Enable:
   • Click Approve Email
   • Then click Test & Enable Mailbox

✅ Once successful, status should be:

• Incoming Email Status: Success
• Outgoing Email Status: Success

⚙️ Step 5: Set Up Automatic Record Creation and Email-to-Case

1. Go to Service Management > Automatic Record Creation and Update Rules
2. Click + New:
   • Set Source Type = Email
   • Queue = Support Queue
   • Add Rule Items → Action = Create Case
3. Save and Activate the Rule.

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🔐 Step 6: Grant Mailbox Permissions (If Needed)

If you’re using a service account or application for mailbox access:

• Ensure full access permissions are granted:

powershell

CopyEdit

Add-MailboxPermission -Identity “support@yourdomain.com” -User “serviceuser@yourdomain.com” -AccessRights FullAccess

• If using modern authentication, register an app in Azure AD and grant access to Exchange via Graph API or EWS.

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🧪 Step 7: Test the End-to-End Flow

• Send a test email to support@yourdomain.com
• Wait 1–2 minutes
• Verify:
  • Email shows in the queue
  • Case is automatically created

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🧠 Summary

Step	Action
1	Create shared mailbox in Microsoft 365
2	(Optional) Assign license for authentication
3	Create queue in Dynamics 365
4	Configure and enable mailbox
5	Setup Email-to-Case rules
6	Grant permissions for mailbox access
7	Test the setup