Measuring KPIs like Response Times for Shared Mailboxes
Shared mailboxes are not CRM systems. However, many Microsoft 365 tenants use shared mailboxes to handle customer queries and then want to measure KPIs such as agent responsiveness to customer queries or the number of queries handled per agent in a month. As explored in this article, it’s possible to use the Microsoft Graph and PowerShell to extract some KPI-like data from shared mailboxes. https://office365itpros.com/2026/03/05/shared-mailbox-kpi/Comparing Outlook Groups to Shared Mailboxes (2022 Edition)
Outlook groups and shared mailboxes both help small teams work with shared email. The decision as to which to use depends on the exact needs the team has. Some recent changes made by Microsoft to allow users to create new folders and rules in group mailboxes might tilt the decision towards group mailboxes, but shared mailboxes still offer lots of potential. https://practical365.com/outlook-groups-vs-shared-mailboxes/
