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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Sender's email add...
Microsoft Dynamics CRM (Archived)

Sender's email address gets assigned to Customer field in automatic Case creation from email

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Posted on by Dominic CARVALHO 2

Just wanting to confirm if the below understanding is correct:

Before a Case is created, CRM checks the sender’s email address. If it exists in CRM, it will directly associate it with the contact field and also obtain the customer name and link that up too as both get resolved correctly.

In a scenario when the sender doesn’t exist in CRM, CRM cannot know who the customer is and hence associates the sender’s email address to the Customer field.

Is this how an 'Email To Case' works for associating the Contact & Customer name?

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  • Verified answer
    PS Profile Picture
    PS 23,577 on at

    Hi Dominic,

    If you have configured 'Auto-Case creation rule' from Service Management, yes this is the default behaviour.

    Your understanding on it, is correct.

  • Verified answer
    Drew Poggemann Profile Picture
    Drew Poggemann 4 on at

    Hi Dominic,

    What it is actually doing is creating a new Contact record in the system in the case where it does not find an email that matches on a contact that exists.  It is putting the email address as the name of the contact and then the customer field is the link to the contact in this situation.  It is not creating two records in this situation, just one that I am aware of.  

    Note - you can control if this creates case records or not based on system options but you are probably aware of this already.  

    More details on the functionality here:  www.microsoft.com/.../automatically-create-a-case-from-an-email.aspx

    Hope this helps!

    Thanks,

  • Dominic CARVALHO Profile Picture
    Dominic CARVALHO 2 on at

    Thanks Prashant & Drew.

  • Dominic CARVALHO Profile Picture
    Dominic CARVALHO 2 on at

    The customer is an account, the contact is a person.  What we should have if the email address isn’t an existing contact is a blank customer field.  Or if it was really smart, link the domain from the email address to the customer website.

    Does the above make sense?

  • Verified answer
    PS Profile Picture
    PS 23,577 on at

    Hi Dominic,

    it does make sense, but system does not have such automations OOB; you might have to customize it.

    When an email id is not existing in CRM, following happens:

    Contact is created with the email id

    Case is created

    Customer field of case, will have 'contact' created above

    Contact field of case remains blank

    If you could train the users on this use case, they should follow below steps:

    Click on this contact, filled in customer field of case.

    Enter Full Name of this contact

    Enter company name of this contact

    Go back to case>>enter customer field with company name of contact

    And enter contact field as the contact mentioned above

    hope it helps !

    Note: Customer field of case is of data type=customer; which means, you can select either account or contact in this field

  • Dominic CARVALHO Profile Picture
    Dominic CARVALHO 2 on at

    Hi Prashant,

    Thanks for the detailed information. Appreciated!

    Regards,

    Dominic.

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