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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Emails Response from C...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Emails Response from CRM Cases are creating new Cases (auto-case creation is set up)

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Posted on by Community Member

Hello, we have a scenario in which our users follow up on email queries where the Queue 1 is set up as auto-case creation. When we email out of the case, the responses coming back into Queue 1 are being converted into new cases. I was hoping to create a rule that if an email title has a CRM token in the subject it would just enter Queue 1 as a new email (both emails and cases are enabled in advanced find), but cannot figure this out. Hope fully this makes sense and there is a solution as the response emails being auto-created are not associating with the original cases they were emailed out of...Thx

Microsoft Dynamics 365

2019 release wave 2 enabled

Server version: 9.1.0000.15947Client version: 1.4.476-2003.4
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  • Suggested answer
    SS-01100907-0 Profile Picture
    SS-01100907-0 on at

    Hi,

    Please use smart matching or tracking token settings.

    Please refer the below documents:

    https://docs.microsoft.com/en-us/power-platform/admin/email-message-filtering-correlation

    https://elogic.com/Blog/ArtMID/473/ArticleID/174/Email-Correlation-in-Dynamics-365

    Thanks,

    Soumen

  • Community Member Profile Picture
    Community Member on at

    Soumen, thanks for the reply. We do have tracking and smart matching enabled; the issue is more so when the tracked is responded back to us (by our customer) it reenters our queue that has auto-case creation. That new tracked email response is become another case with no correlation to the original case. We would like to have the tracked email not auto-case create, but be able to identify it within our queue as an email response (ie - an email in queue means a response from customer to existing case, new 'untracked' emails are auto-case created). Hope this clarifies....Thx

  • SS-01100907-0 Profile Picture
    SS-01100907-0 on at

    Hi,

    Can you please share a screenshot of the record creation and update rule you are using .

    Thanks,

    Soumen

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