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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Case - Awaiting Email ...
Microsoft Dynamics CRM (Archived)

Case - Awaiting Email Reply From Customer

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Posted on by Wuoi 1,012

Hi,

Having some problem on setting the CRM, would like to find out if there possible to do followings on MS CRM?

Email To Case and assigned to team, there is numbers of team member. Either team member response / reply email is fine.

1. How to track if any team member response / reply to customer?

2. Before / after the team member response can set a options / remarks indicates expecting/awaiting replies mail from this customer. If no reply after certain day system will send a reminder to customer to follow up.

Much appreciate on any solutions suggested.

Thanks in advance

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  • Verified answer
    Mamatha Swamy Profile Picture
    Mamatha Swamy 5,426 on at

    Hi,

    This functionality can be implemented using CRM. one way to achieve this is using workflows.

    Create a workflow that is triggered on Email creation. Check if the email is Regarding case, To a customer & any additional conditions you may have and then update the case status (custom) to say "Responded" or something like that

    You can have another workflow that sends reminders to the customer.

    Hope this helps!

  • Wuoi Profile Picture
    Wuoi 1,012 on at

    Hi,

    Thanks for the fast reply.

    For the awaiting email we prefer the team member indicate manually, if i custom a checkbox field on the email form team member may indicates if  they are expecting reply from customer for this email?

    I would like to find out more, if i were one of the team member how can i tell if any other team member respond / reply on the Case Listing? As they a numbers of cases.

    Can custom case listing by team?

  • Suggested answer
    Mamatha Swamy Profile Picture
    Mamatha Swamy 5,426 on at

    If I understand correctly, you would like to indicate that you are awaiting a reply from a customer regarding a case. In this scenario, you can have the team member update the case status field manually (or a custom field on case). Creating a field on Email will not help as it is an activity that is intended to show an interaction with the customer.

    If you want to view any emails sent regarding a case, you can view the Activities in the Social Pane.

    If there are a lot of cases in the system and you want the teams to access only their cases, you can control that using security roles. Alternately, you can create views in CRM to show cases assigned to various teams.

  • Wuoi Profile Picture
    Wuoi 1,012 on at

    Hi Mamatha,

    My thought if MS CRM can do this?

    Team members send an email it may or may not regarding case or just normal email to customer / account / contact.

    If possible solution for them to mark they are expecting replies email on email they sent, so that system will take into place to monitor if relevant customer / contact replied. If no, will sending another email to customer as reminder.

    Thanks for you generous reply, much appreciated.

  • Suggested answer
    Mamatha Swamy Profile Picture
    Mamatha Swamy 5,426 on at

    Hi Wuoi,

    Yes, CRM can help you remind customers that you are waiting for their response.

    Whichever entity you want CRM to send reminders on awaiting response(case/contact/account), have a custom field to indicate it, have the team members set the field or based on some criteria set the field. You can then trigger workflow on the field to send email reminders.

    HTH!

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