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Hi Dynamics CRM experts,
I want to learn different ways how you guys handle incoming emails in Dynamics CRM.
I will appreciate if you I can learn from your experience on this subject
Have a good day.
There is no direct way - however long back i wrote a blog on this, see if it makes sense to you : passion4dynamics.com/.../know-if-an-email-has-been-replied-or-worked-upon
and to answer you 2nd question - you should ideally "assign" the emails or any other activities to other user.
Whenever I want to make sure that an incoming email is handled by someone, I generate a case from it with case creation rules. This way, you don't specifically need to respond to every email, as some of the incoming emails will be from customers thanking for help or confirming that a problem is solved.
You shouldn't base email handling on the fact that the last email of the thread will always be an outgoing one. Case creation lets you set up response SLA for internal use to make sure each unique incoming email thread is being handled.
Tracking whether each email has been responded to can technically be done, I'm just not sure if it's the best way to approach the requirements.
The way I would solve something like this, given that tracking response on each individual email isn't a strict requirement:
Each address is set up as a separate queue in Dynamics, with separate case creation rules so that you can set different case types and field values depending on which address receives the mail. The simplest way to assign a case to a group of people is by using teams and instructing users to take ownership of cases from a list of cases belonging to the team. Alternatively you could build a plugin to handle round-robin or random assignment.
To keep track of when a case was last responded to, I'd make a workflow to timestamp a custom field on the case whenever an email with Direction=Outgoing is completed. You could do the same and timestamp a different field to keep track of the last incoming email.
Some food for thought at least :)
Thanks for your suggestions.
We were thinking about different ways and here is what we think will work for us. We are going to create an optional “option set” named “Email Status” on email entity which will have options:
Whenever a new email reaches to CRM its default “Email Status” will be Empty/Null. But as you know that some of the incoming emails can be junk junk and in our case some of them are kind of schedule emails that we receive from time to time and we don’t want to reply to them. So, we are going to define rules for junk and those incoming scheduled emails.
We will have a workflow/plugin, which will look into above rules and will set the “Email Status = No need to reply or Ignored”
So, then we will only have emails who’s “Email Status = Null/Empty”. Let’s say we have an incoming email
Let’s say that Email 1 is forwarded to Employee Micky. Our plugin/workflow will set “Email 1’s Email Status = Forwarded” and this will create another email activity in CRM named “Email 1 – Forwarded”, who’s “Email Status = null/empty”
Once Employee Micky replies to this email, Our plugin/workflow will set “Email 1- Forwarded Email Status = Replied”
Let’s say we have another incoming email
Once Employee Jerry, replies to this email, Our plugin/workflow will set its “Email Status = Replied”
So at any time we can use below criteria to get the list of emails which need to be replied to:
Do you see any issue with this approach? Please share your thoughts!
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