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Manage email responses to cases in the daily work of a customer service agent.

Hi Community!

I have some questions about case management in daily work. The scenario that is implemented by the system
MS Dynamics 365 Customer Service has rules configured to automatically record create and update rules such that:

Emails from a specific mailbox are added to a queue.
then requests are created based on them and added to the queue. (Configured rules for automatic creation and updating of records)
customer service agent sees the list of requests, assigns them to himself and starts working on the request. It verifies it, writes back to the customer and waits for a response.

And now this is where the questions arise

Question #1: How does CRM link the response from the customer to the case? I noticed that when the user sends a reply, which concerns some case to the customer (In the email message the field: "concerns" points to the issue record) the suffix is added to the message title: "CRM:0001005". As I noticed, when the customer replies to the message, CRM links the reply to the issue. Here is the question - is it an OOTB action of some plugin, or some other mechanism that I can influence/configure? As for example on: "Automatic record creation and update rules".

Question #2: Is it possible to change the suffix content that MS Dynamics 365 Customer Service adds to the message? I mean the fragment: "CRM", the customer would like to change it to something more associated with their company. That is, to the message title instead of "CRM:0001005" it would add: "YXZ:0001005"

Question #3: Using OOTB mechanisms, is it possible to configure cases in Customer Service in such a way, that after sending the answer to the customer's question, the case will change to the status: "Pending customer response", and when the customer sends his answer, the case status will change to: "Case on Customer Service side".

Hi Maciej,

Question #1: How does CRM link the response from the customer to the case?

Replied mails were judged to be part of the conversation, Replies and Forwards of an email that is part of a tracked conversation in Dynamics 365 generally.

It will automatically track replies and forward because it identifies the ConversationIndex and In-Reply-To values as an email that is part of a thread.

https://docs.microsoft.com/en-us/dynamics365/outlook-app/user/faq-email-tracking#1-replies-and-forwards-of-an-email-that-is-part-of-a-tracked-conversation-in-dynamics-365

Question #2: Is it possible to change the suffix content that MS Dynamics 365 Customer Service adds to the message?

'CRM:0001005' you mentioned is one tracking token.

A tracking token is an alphanumeric string generated by customer engagement apps and appended to the end of an email subject line.

You can Go Settings > Administration > Email > Use Configure email correlation > Use tracking token to change default Prefix:

Question #3: Using OOTB mechanisms, is it possible to configure cases in Customer Service in such a way,

Unfortunately, there are no OOB mechanisms to achieve it.

Maybe you can create a workflow to change case status based on email's direction(Incoming & Outgoing).

But I don't recommend that, Emails and case are N: 1 relationship, one case can have multiple emails, multiple changes in case status may lead to unknowable results.

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