Implementing Email-to-Case functionality in a simple way using @ZapObjects Email Parser App for #MSDyn365 Sales and Customer Service

Whether you are using Microsoft Dynamics 365 - Customer Service module for a customer facing helpdesk or as an internal company helpdesk, providing email based support is a must.

When an email is sent to CRM support queue, you can have a case created automatically by setting up an out-of-box email-to-case. The case title is populated by email subject and the email gets tracked against the case. However out-of-box it is not possible to automatically populate the case fields by parsing the email body. Here, Zap Email Parser App can help!

Zap Email Parser App, can parse any email received in CRM to extract the important data and automatically create any entity record in CRM. The parser can be configured to automatically create a case too.

Below screenshot shows a sample email received from Customer and the corresponding case record (with values) that got cretaed:

Zap Email Parser App can read the above email and automatically (based on the parsing rules configured) create a Case record in CRM.

Explanation of Case field mappings with email body text:
Title: has been extracted from Email subject. Based on the parsing rule, title could also be extracted from email body… or if needed could be set as default value (e.g. Case created from web form)

Customer: The sender email address is extracted and then searched against the CRM database to get a matching account or contact. Again this is configurable based on parsing rule. You could also extract the email address from email body.

Responsible Contact: This is a contact look-up and is set based on the sender email address.

Description: The text extracted from “comment:” has been moved to description.

Priority: This is an option-set which has been set based on value extracted from “priority:”

Owner: The name extracted from “owner:” text is matched against the CRM users.
Zap Helpdesk will first try to get a direct match with user full-name. If no direct match found then will match using a “like” query.
Please note that the owner field is optional.

Internal Ticket: In the Zap Email Parser configuration section, you have the option to even set default values for case fields. So when a new case is created, the fields mentioned here would be automatically populated with the default values. In this example, “Internal Ticket” is a custom 2-option field and is set to true.

As you can see from above example that Zap Email Parser App can automatically set the case fields based on the Customer’s email. This way you can eliminate the manual step of Case analysis, prioritization and case assignment. This can not only automate a lot of your support process but also make a faster turn-around time for your Customer

Please note that Zap Email Parser App’s core functionality is email parsing... if you are looking for a very advanced level of email-to-case functionality then be sure to check-out  Zap Helpdesk – Email to Case App!

To view all our apps, check-out the homepage: https://zapobjects.com/

New update from Zap Objects (Sept, 2018):

Zap Objects has now introduced "All-in-One" annual subscription plan.

This plan covers licenses for all Dynamics 365 CRM Apps provided by Zap Objects. For more details regarding plan benefits and coverage, refer: https://zapobjects.com/product/zap-all-in-one-annual-subscription/

Feel free to email sales@zapobjects.com for any questions.