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Dynamics 365 Community / Forums / Customer Service forum / Case Email alerts
Customer Service forum

Case Email alerts

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Posted on by CRM - Email - Inter... 5

We are using email tracking with the token tool. However, my reps are concerning about clients sending emails back without a Case notification/alert that something happen in the case... How can I configure an alert to know whenever my clients are sending emails back to their case....

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  • Suggested answer
    RaviKashyap Profile Picture
    RaviKashyap 55,410 Moderator on at

    Hi,

    Are these email getting tracked in your CRM System? If yes, are these linked to the same case? If yes then you could create a workflow which triggers on create of email and sends an email to the owner of the case.  

    Hope this helps.

  • CRM - Email - Interaction with customers - Alerting Case owners Profile Picture
    CRM - Email - Inter... 5 on at

    Hi Ravi,

    The email (Generic ID) is getting tracked in CRM and linked to the case through the token tool. If the customer replies to the email, we´ll get the email in our activities portlet ; but we´ll never know until we manually open the case... I´ll try to create the workflow :) thanks mate

  • Suggested answer
    RaviKashyap Profile Picture
    RaviKashyap 55,410 Moderator on at

    When the email is returned by the client, it will still have the regarding as Case record and the subject will start from "RE:" . Based on this, you can add a check for subject and then trigger another email notification to the case owner.

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