I'm working with SBS 2011 which ships with what seems at times like it's own special flavour of Exchange 2010.
I know what I want to do, and what I have done to achieve results, but I'm convinced that I'm going about it in an very non-Microsoft way. (I despise the term "best practise")
My 'solution' feels forced/incomplete and what I feel I need is a little steering in the right direction.
The challenge is to configure a mailbox (a few of them actually) for each of the business units of the company that employees in that business unit can access. I've heard this referred to as a "repository". I like to refer to it as"single point of contact".
The thing about trying to do this with Security/Email groups is that the original message gets sent to multiple users all at once and the business owner doesn't want that. Instead they want it so that many users can access the mail account and be able to follow the threads/interactions through everybody who's touched them.
What I've done to provide this functionality is to create "managed user" accounts and give Send-As and Full-Access privileges to the individual team members. The outcome is that the mailbox shows up in their Outlook as a separate entity and when they reply to a customer the mail is sent from, say; "Billing@...." instead of "Jim.Dandy@...". This works fine for the most part, but is a royal P.I.T.A. to set up a good sized group of people because simply assigning the "billing" security group to the Send-As/Full-Access doesn't seem to work, even though the interface will let you select groups as "Security Principals".
Is there a better way to go about this? If so, I'd greatly appreciate links to tutorials.