Share
ReportWe would like to use the case management functionality of Dynamics 365 but we are hitting a few showstoppers.
Background: We have server-side sync setup and working along wiht the App for Outlook - all working no problem etc. A lot of our support communications for cases/tickets will be done via email normally coming into a generic "support@companyname.co.uk" mailbox. We’ve set this up as a CRM queue - again, working perfectly. Our support staff need to respond to emails and often include HTML text, screen shots however the email editor in Dynamics is poor and not very user friendly. In light of this we will be using Outlook and the Dynamics 365 App but this presents drawbacks which we are struggling to get our head-around.
1) When sending emails from Outlook they go from a users email address instead of a generic "support@companyname.co.uk" - how can we get around this? Note: we DO NOT want our users to have to change the FROM change every time they send a support related email.
2) There appears to be no way to use the Outlook email whilst maintaining the original email thread - for example:
a) Email is sent from customer and arrives in a Dynamics 365 (lets say a case is automatically created and the email is tracked against the case
b) A support user wants to reply to the original email from within Outlook (they'll use track and set regarding to link the email reply to the case). However, as they are using Outlook the original message body can't be included in their response as it's within Dynamics 365 - can we get around this?
Any ideas or best practice for using email and cases in Dynamics.
We know the next release includes a new email editor but for the moment the update isn’t available for us. How have people implemented this for others or thereselves?
Thanks.
*This post is locked for comments
All responses (
Answers (
827
