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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / How to use preset resp...
Microsoft Dynamics CRM (Archived)

How to use preset responses to reply to cases

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Posted on by Community Member

Hi 

In a typical customer support scenario an agent receives multiple cases with similar queries for e.g. how to reset my password . For such cases there is functionality called preset responses or canned responses which have a standard answer to these queries . An agent can use these canned responses to reply to these tickets. How can I create these preset responses in Dynamics CRM and use them to reply to a case/ticket.I found this article success.parature.com/.../How-do-I-create-canned-responses-for-when-I-reply-to-tickets. To be more clear zendesk has this feature called as zendesk macros. Is such functionality available in Dynamics CRM.

Thanks

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  • Community Member Profile Picture
    Community Member on at
    RE: How to use preset responses to reply to cases

    Thanks Sindre Wetting it answered the query.

  • Verified answer
    Sindre Wetting Profile Picture
    Sindre Wetting on at
    RE: How to use preset responses to reply to cases

    You can use Knowledge base articles for this.

    Microsoft e-book: go.microsoft.com/.../p

  • Suggested answer
    Community Member Profile Picture
    Community Member on at
    RE: How to use preset responses to reply to cases

    Hi,

    I think you could create a new custom entity "preset responses".

    Then create a Jscript code registered on the onChange of an optionset (reset password, change postal address,...). Jscript with the help of webAPI call will find the predined values for this case and fill it in the different fields.

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