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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Notification processes...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Notification processes of a new assigned case and the exchange of comments

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Posted on by tek soluciones 15

Hello everyone, I need to make a flow that allows me to notify a support agent that a new case has been assigned to it, and another flow that allows me to notify each time a comment is made on the portal, both to the support agent and the client, by email. Could you guide me where it is most recommended make it and maybe some example? Thanks a lot

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  • Suggested answer
    LeoAlt Profile Picture
    LeoAlt 16,331 Moderator on at

    Hi Partner,

    Please refer to the following steps.

    Notify support when a case has been created.

    1.Create a new Flow and set its trigger to when updating a case.

    pastedimage1597632565518v1.png

    2.Add an action get a record to get the new owner of the case to get the user email address.

    pastedimage1597632603263v2.png

    3.Add an action to send email notification.

    pastedimage1597632639253v3.png

    Notify each time when portal comment has been made.

    1.Create a new flow with condition when a record created.

    pastedimage1597632870831v4.png

    2.Add an action to send email.

    pastedimage1597632887076v5.png

    You could add other actions between them to get the sender or receiver for the email.

    Regards,

    Leo

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