Dynamics 365 – Email to Case

This post is a part of a series of posts for Customer Service. The complete GUIDE can be found here

The new name for this function is now called “Automatic Record Creation and Update Rules”. You find it under Service Management in the settings area.

Setup

I will try to explain why I believe this is the proper way to set it up, even though many of you probably will have a different preference.

Queue:
Choose the queue that we created in the previous post

Create Cases for activities associated with a resolved case:
The purpose of this field is to create a new Case when you receive an email on an old existing case.

I believe this setting together with 1 minute is the correct setting. Many will argue that I m wrong, but there is a reason why. Dynamics doesn’t have an automatic case reopen when an email is received on a closed case (A mystery why they haven’t done anything about it yet). Without this feature the email would just land on the closed case and never bee seen. With this setup a new case will be created once you receive an email for a case that is closed.

Certain support metrics work against their purpose. Just think about the good old
“Number of cases closed in a day”
“Time Case was open before closed”
In the end, the customer wants to be treated well, and feel confident that the organizations can help with the issue. I try to educate that the case close confirmation should be done for every case.

With the current setting, emails will create Cases that Customer Service will be able to follow up. Sure you might get more cases, but you won’t loose any. A case not answered might be a customer lost!

Email Template:
The template provided here is a nice start. Do what you need for changes. Notice that the case number here is included in the subject, and this is something we want to use later on also! Stay tuned for later post:)

Creating the record

Once you choose CASE as entity to create, the system will provide with default values that are fine.