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Case Emails in replies and Actionable Links

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Posted on by Mouda

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Hello

We are switching to Dynamics 365 Customer Engagement to be our customer ticket management. I have 2 requirments. Appreciate your time in advance.

We would like to be able to send a summary email on case closing that lists the conversation thread between the client and the support agent. Is this possible?

The second requirments, we are using Email 2 Case. Once the case is created in the queue, it send an email to queue members. Is it possible to add links in the email that allows our users to pick a case by clicking the link?

Thank you in advance.

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Queues and Routing

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Arun Vinoth 11,613 on at

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RE: Case Emails in replies and Actionable Links

Everything is possible :) either OOB, with configuration or with some coding development.

Both of your requirements need custom code development. Plugins are versatile & can do any business logic in C# using SDK.

First one can be achieved using a plugin on case resolution, to pull all the communications & summarize in the case closure email.

Second is little tricky, as this is going to be owning a record on link click, I may open a custom webresource url with params, execute a custom action or workflow on page load & navigate to that record.

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