Handling the cases

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Posted on by pawelk3

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Lately we implemented the case module which includes warranty claims from our customers. As a end user, after fixing the defect of the product I am sending confirmation email to client from D365 and I am changing the status of the case to 'Solved'.

Sometimes customer responds to this last email because he is not satisfied with the repair. In such cases, the message requires action from the user. Due to the fact that the case is already closed, we are not able to track these messages easily. We would have to click all the case everyday and check them.

The first thought is simply to open the case when there is a new email activity after it closes. Is this easily achievable? Could I ask you to suggest the best solution in this case? I will be very grateful for your best practice.

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miguelbeja Microsoft Employee on at

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Hi,

In my opinion, if you have and email coming from the customer and is still properly being tracked, with the regarding field for the case, you can create a workflow which will trigger on email received, will check the regarding case and see if it is closed. If it is open it again.

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