Customer Email Notification in Dynamics 365

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Posted on by AK-08090905-0

Need assistance to create Flow for New Case Creation/Update/Modify Email Notification. I can't figure out the right table and value for customer.

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mehmetseckin 5 on at

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Customer Email Notification in Dynamics 365

Hello! The 'Customer' field is a polymorphic lookup, which means it can refer to records in two different tables: Accounts or Contacts. Your Power Automate flow needs to check which type of record it is before you can get the right details.

Here is a step-by-step guide to handle this:

Trigger on Case:

Start with the Dataverse connector trigger: When a row is added, modified or deleted.

Set the Change type to Added or Modified.

Set the Table name to Cases.

Set the Scope as needed (e.g., Organization)

Check Customer Type:

Add a Condition control action.

On the left side of the condition, select the Customer (Type) dynamic content from your trigger. This field will contain either accounts or contacts.

Set the operator to is equal to.

On the right side, type the value accounts.

Get the Customer Record:

If Yes branch (Customer is an Account):

Add a Dataverse action: Get a row by ID.

Table name: Accounts

Row ID: Select the Customer (Value) dynamic content from the trigger. Power Automate will automatically extract the record's unique ID (GUID).

If No branch (Customer is a Contact):

Add a Dataverse action: Get a row by ID.

Table name: Contacts

Row ID: Select the Customer (Value) dynamic content from the trigger.

Send the Email:

Add your Send an email (V2) action after the condition.

To get the customer's email address, you need to reference the output from the steps inside your condition. An easy way to do this is with a coalesce() expression, which picks the first non-null value.

In the To field, go to the expression editor and enter the following (remember to replace the action names with your actual step names):

Fill out the Subject and Body of your email using dynamic content from the trigger (like Case Number) and the 'Get a row' steps.

Hope this helps! Feel free to let us know if you have any further questions.

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