Using queues is in D365/CRM for managing functional email addresses is the the only way to go as
far as I know, unless you want to set it up as a full user, which I don’t really see the point of.
I recently ran into an interesting issue with a customer pertaining to queues and that is when you want to be able to forward mails internally to users that are registered in D365/CRM. What happens is that with the standard setting you will get two emails. Hence, you might think that going into System settings and the email tab and unchecking the “Track emails sent between CRM users as two activities”. However, this will have the unpleasant effect of disabling internal emails to queues, or in other words, if an internal user sends an email to a queue, to a system with this setting unchecked, D365/CRM will simply ignore the mail and not pull it into the D365/CRM.
|By RRZE – Own work, CC BY-SA 3.0, Link|
So, do we have to choose between duplicate emails for internal users and being able to send emails from internal users or not getting duplicates and no emails from internal users? Well, no, there is a very special set of settings to the rescue, OrgDBOrg, which are described here: https://support.microsoft.com/en-us/help/2691237/orgdborgsettings-tool-for-microsoft-dynamics-crm
There is a setting here called: DoNotIgnoreInternalEmailToQueues which by default is set to False. So, if you uncheck the “Track email sent between to activities” and then set this to True, the system will not ignore your internal emails.
A small word of caution, OrgDBOrg settings are fringe (but still supported) settings which hence are probable not as tested as normal settings in D365. I would hence recommend that you only use OrgDBOrg setting in the case you need very specifically them.
MVP, Founder and CTO at CRM-konsulterna AB