Sending and receiving emails from Dynamics 365 has always been something I’ve found to be a challenge to setup. I recently wanted to have emails sent to an email address get saved to Dynamics 365 as email activities, and for replies to those emails to be sent from within Dynamics 365. A typical scenario for this is a help desk or call center that uses a single email address for sending and receiving all emails. I was able to accomplish this using a Dynamics 365 queue, and to help demystify and remember how to perform this task I’ve documented the steps to follow.
My team recently encountered an error in Dynamics 365, and I thought it would be interesting to share the solution. Thanks to Microsoft support for providing an explanation.
We had created a custom security role with restricted privileges that could not create knowledge articles, and a user assigned to this security role would get an error trying to link a knowledge article to a case.