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Need to automatically create a case from incoming email.
Hi,
Regarding your question: Automatic case creation from incoming emails is supported.
According to Microsoft's official documentation, Dynamics 365 Customer Service supports creating records from the following activities: Email, Social activity, Task, Phone call, Appointment, Service activity, Custom activity.
You can create rules to convert incoming emails into cases.
Our testing procedure is as follows:
Please note that the above steps are only some of the basic steps and some of the important options must be selected by you according to your specific business.
We recommend that you refer to the official Microsoft documentation at the following link for more detailed steps
Automatically create or update records in Dynamics 365 Customer Service | Microsoft Learn
I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.
Best Regards,
Rudy Zhang
Hi,
You need to setup Automatic record creation and update rule
learn.microsoft.com/.../set-up-rules-to-automatically-create-or-update-records
Hi,
You can use the Automatic Case Creation rules which comes built-in in Dynamics 365 Customer Service OR if you would like to have a more advanced functionality of Case creation from email then check out Zap Objects - Helpdesk Email-to-Case Solution.
For more details, checkout our blog: How to design a Customer Support process when using Dynamics 365 for Customer Service?
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