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Email/ Case management best practice

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Posted on by Tomit

Hey all,

I'm hoping you may be able to provide me with some guidance on best practice for managing email enquiries out of Dynamics 365.
We currently have a few mailboxes synced with automatic case creation enabled, when a new email is received it will create a case.

Our predicament is when it comes to reply emails there is no real way of knowing that someone has replied without looking at an email view. Ideally we would like to know from the case of the queue item.

So my question is, what is best practice to manage emails in dynamics 365? It seems odd that we would have to create custom workflows to update cases in order to know when a reply email has been received, which makes me wonder if we are using Dynamics differently than intended.

Any guidance would be much appreciated.

Thanks

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RE: Email/ Case management best practice

Hi Tomit,

As you mentioned, “We currently have a few mailboxes synced with automatic case creation enabled, when a new email is received it will create a case.”

On the case form, you can view the timeline, which can show all emails that related to the email.

you can refer following link for more details:

Timeline Overview for Users - Power Apps | Microsoft Docs

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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Tomit 10 on at

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RE: Email/ Case management best practice

Hey Leah,

Thank you for the reply!

We would however like to be able to know when a reply email has come back into a case without having to open each case.

Should I be advising that they use an activities view?

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Community Member on at

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RE: Email/ Case management best practice

Hi Tomit,

If you don’t want to view emails in the timeline of the case form, you can view them in the Activity view.

You can select Email in Activity type to filter view.

Or view email view directly.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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JB-16100903-0 2 on at

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Email/ Case management best practice

I understand your requirement. There should be a view or queue of all the cases that have a new reaction from the customer.
The out of the box behaviour is that the customers reaction mail is put in the queue. This is not what we want, we want the case to be routed again ...

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HN-16101056-0 8 on at

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Email/ Case management best practice

Hello,

Could you set a state on the case saying eg "Awaiting customer". And then using a Power Automate to change this when a reply is set regarding the case.

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