Service | Customer Service, Contact Center, Fie...

Email/ Case management best practice

(1) Share

Report

Posted on by Tomit

Hey all,

I'm hoping you may be able to provide me with some guidance on best practice for managing email enquiries out of Dynamics 365.
We currently have a few mailboxes synced with automatic case creation enabled, when a new email is received it will create a case.

Our predicament is when it comes to reply emails there is no real way of knowing that someone has replied without looking at an email view. Ideally we would like to know from the case of the queue item.

So my question is, what is best practice to manage emails in dynamics 365? It seems odd that we would have to create custom workflows to update cases in order to know when a reply email has been received, which makes me wonder if we are using Dynamics differently than intended.

Any guidance would be much appreciated.

Thanks

I have the same question (0)

All responses (3)

Answers (0)

Community Member on at

Like (0)

Report

RE: Email/ Case management best practice

Hi Tomit,

If you don’t want to view emails in the timeline of the case form, you can view them in the Activity view.

You can select Email in Activity type to filter view.

Or view email view directly.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

Was this reply helpful? Yes No
Tomit 10 on at

Like (0)

Report

RE: Email/ Case management best practice

Hey Leah,

Thank you for the reply!

We would however like to be able to know when a reply email has come back into a case without having to open each case.

Should I be advising that they use an activities view?

Was this reply helpful? Yes No
Suggested answer

Community Member on at

Like (0)

Report

RE: Email/ Case management best practice

Hi Tomit,

As you mentioned, “We currently have a few mailboxes synced with automatic case creation enabled, when a new email is received it will create a case.”

On the case form, you can view the timeline, which can show all emails that related to the email.

you can refer following link for more details:

Timeline Overview for Users - Power Apps | Microsoft Docs

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

Was this reply helpful? Yes No