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CSW Inbound Emails

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Posted on by ILS-Robbie

Currently, we have one agent at a time (on a rotating schedule) responsible for assigning inbound emails. Emails are automatically created as cases. If a reply to an email occurs the owner of the case gets the email in their inbound dashboard.

I am curious what other setups are being used for inbound emails to be monitored and replied to.

Thank you,

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Zap Objects 913 on at

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RE: CSW Inbound Emails

Hello,

There are multiple approaches that could be used to monitor active cases (for newer updates)...based on the support process that you follow.

When new email responses are received for a particular case... our Helpdesk App automatically changes the Case Status to "New Response"...
So when an agent checks the Case View... they know that these are the set of cases that need to be responded...based on case status...
And when the agent responds to customer they change the status either to "Waiting for respone" or Resolved...

This way we are clear that no new responses get missed.

Here is a blog link which explains how we have setup our Email to Case process internally using Zap Helpdesk App:
https://zapobjects.com/microsoftdynamics365_crm_helpdesk_emailtocase_app/design-support-process-dynamics-365-customer-service-crm/
Kristine Risberg 50 on at

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RE: CSW Inbound Emails

Hi Robbie,

Curious if this agent is on an assignment scheule to assign the cases to other agents, or to reply to the emails themself?

We apply unified routing to all our incoming work items. The record workstream's work assignment is pick based, meaning all incoming cases (ours are also converted to cases using ARC rules) are routed as work items to a queue matching the sent-to email address. E.g. "Support Email Queue" for email address support@testcompany.com, and "Request Email Queue" for email address requests@testcompany.com (you get the gist). Agents that are assigned to these queues, will just pick a work item from the top of "Open Work Items" and respond to the email. If they believe no further dialogue will take place, they resolve the case upon having answered the email. If they believe this will be an ongoing case, they can monitor the cases they own through their dashboard (not in Omnichannel Agent Dashboard).

Would be interesting to hear if someone handles and routes emails as activity type email and not cases?

Thanks.
Kristine
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Leah Ju Microsoft Employee on at

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RE: CSW Inbound Emails

Hi Partner,

The replied emails appear in the inbound dashboard means that it was tracked to dynamics 365 automatically.

How did it happen?

https://learn.microsoft.com/en-us/dynamics365/outlook-addin/user-guide/set-option-automatically-track-incoming-outlook-email

https://learn.microsoft.com/en-us/dynamics365/outlook-app/user/faq-email-tracking

Also, you can view these emails in the timeline of case form:

You said: Emails are automatically created as cases.

If so, case will be regarding value for the email:

And all replied emails will have this case as the regarding value.