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Automatically create activity task for user from incoming email

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Hi,

I have the situation that a diverse range of applications send emails to the users to give them tasks.

The content is always the same giving direct order like:

"Please contact/send email/call/check Mr XYZ for task XYZ"

Now the idea is to use Dynamics CRM in the following way:

The applications send emails to an internal Mailbox or queue in CRM
These Emails are parsed (by explicit criteria)
From the relevant content the CRM creates an activity task via workflow
The task will show at the dashboard in activities

Requierments:

Needs to work flawless automatically
asyncronous

Restrictions:

Cases are no option.
As close to standard as possible
MS Dynamics CRM 2016 Online or on premise

Is this possible?

Thank you!

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Saroj Das 3,355 on at

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RE: Automatically create activity task for user from incoming email

Hi If i understood correctly your requirement, then i suggest you should go with Auto Record Create and Update rule. Create a Task automatically when you send email to the CRM Queue. Please check the image below.

Thanks,

Saroj

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Community Member on at

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RE: Automatically create activity task for user from incoming email

I get your point and you are right.

The situation at hand brings with it some contrains:

The regarding project is limited in the knowledge and understanding of a CRM in general by the paying side.

The overall perspective towards the implimentation of MS Dynamics CRM is is not decided since a decision towards certain foundational criteria has not yet been met.

The system is build for an end user group which is segmented and in many parts not available for user experience evalution and especially their expectations towards the systems user friendlyness. This includes the implementation but also bigger parts of the consulting process in in German.

I am perfectly fine with a solution made of cases.

But besides the pure technical explanation, the idea of cases is understood as a service application for interaction with actual customers and not with employees who are using the system to provide services to the customers.

As far as the situation goes, certain things are a matter of interpretation rather than translation.

Nonetheless, writing this I thought through the situation and figured that the best way to have a decision coming up is to use the easiest solution at hand which can be translated into a prototype or a showcase.

So, in case you are still willing to help me out regarding the cases solution, I will be happy to learn more about how you think it should work.

Thanks

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Wayne Walton 13,728 on at

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RE: Automatically create activity task for user from incoming email

You'd almost certainly need a custom-developed plugin, since I have no idea of the structure of your emails or where they're coming from. But in all seriousness, why not use cases? Have a Case dashboard and having a task dashboard are essentially the same thing, except that you can actually do things like having SLAs on Cases.

It just seems like you might be forcing a solution because of the word "case".

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Community Member on at

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RE: Automatically create activity task for user from incoming email

Thanks Wayne,

Would it be suitable to just automatically create the task from the email?

If not, any suggestions for a plugin which can do this?

The queue is owned by the organisation or by the business unit. Not decided yet.

Case routing isn't an option, since there are no cases, the emails come daily, some weekly.

The amount of emails extends 25k a month.

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Wayne Walton 13,728 on at

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RE: Automatically create activity task for user from incoming email

So creating a task from incoming email is very straightforward. A workflow can do it. Just do on create of email, check against the addressee, then make a Task.

Parsing email will require custom code. You'll need a plugin to take that structure and push things into the Task.

My question is how you're assigning them out. Is it a common queue that everyone works from? Do you need special logic to assign Tasks? you mighh need to make it part of the plugin.

Case routing is supposed to do a lot of this, but if you can't use Cases you're building it yourself.

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