When an Email is received and the To contains both a User and a Queue Mailbox, the system by default uses the Users mailbox to handle the Email.

When D365 is used for Sales and Customer Service, the company will usually create Queues associated to Mailboxes to handle customer enquiries including Purchase Orders to the company. The Users mailboxes will be used by Sales personnel to track their emails into D365 for Contacts in D365.

The members of the Queue will handle the Cases created by the ARC rules associated to the Queue to fulfill the customers requests.

When the Email from the customer contains an email address for a User Mailbox, such as a sales person, and a Queue Mailbox for Customer Service, the default system behavior is to connect the incoming Email to the User Mailbox. The Customer Service queue members are therefore unaware that there is a customer Email with a request for action.

The Mailbox priority would be better to be configurable to that companies that use D365 for multiple purposes can ensure that Emails are routed first and foremost to the Queue Mailboxes.

There are too many sales user mailboxes to configure rules on each of them to prevent Emails being taken by the User Mailbox in this scenario.

It is not possible to have the same Email creating multiple Cases as some customers email multiple Queues with one request, which should only be actioned by one team, as it would lead to duplicate effort for a single request.