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Case Reference automated email to customer

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Posted on by Michellemyers74

Hi, I’m nee to Dynamics and recently started using it in my new job. We use it for customer service enquiries in the Case section. Most of the cases come via a phone call so we add all the info on and then go in to outlook and email the customer the case reference number. How can I set it up so they automatically get a automated templates email?? Is it possible if so how do I do this? As I said not used it long so you might have to explain

thanks

Michelle

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Community Member Microsoft Employee on at

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RE: Case Reference automated email to customer

Like someone else said, you could use Flow/Power Automate for this. Here is a quick image of a flow that can send an email. Use the Common Data Service connector and do 'When record is updated or created' - maybe just created - depends on the order the user is doing things.

If they are saving the record, then adding in, lets say an email address field that's custom who you want to email, this would make sense to do on Update. If all the information, including the person or reference to someones email address, you can do Create. I like to do Update and Create to verify that Im not missing a trigger because a user does something different than I expect and incase you change the person of contact and you want the new person to get an email.

Then you can use the Send an Email object to add dynamic content and send the email.
Pratiksha Panchbhai on at

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RE: Case Reference automated email to customer

Hi Michelle,

When you create a case you create a record in Case(incident entity),

As suggested by Leah Ju you can use the workflow

OR

you can do the same using Power Automate (MS Flow) - us.flow.microsoft.com/
You can create a flow in the environment, then use the Common Data Service Trigger When a record is created. So the flow would run when the case is created and further you can add steps to send an email. The data for recipient/customer of email can also be found from the trigger itself.
You can find many references to send an outlook mail.

Do let me know if need any more help for creating a power automate flow.
Community Member Microsoft Employee on at

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RE: Case Reference automated email to customer

Can you tell me which step you meet error?
Michellemyers74 5 on at

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RE: Case Reference automated email to customer

No I have not solved this issue yet
Community Member Microsoft Employee on at

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RE: Case Reference automated email to customer

Hi Partner,

Has the problem been solved? Any updates?

Please click Yes under "Did this answer your question?" to close this thread.

Thanks.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.
Community Member Microsoft Employee on at

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RE: Case Reference automated email to customer

Hi Michellemyers74,

You can use workflow to reply customer with email template that include case title and case number automatically.

Here are steps.

1.Go Settings > Process to create a new workflow in case entity.

2.set trigger.

3.Add Step.

(1) add condition you need.

In my example, the case origin is phone call, you can also add other detailed conditions.

(2) add ‘send email’ step.

(3) click ‘Set Properties’ to set email and select email template.

And ‘case auto response’ is OOB email template, you can use it directly not create new.

4.Save and active the workflow.

5.Test.

Regards,

Leah Ju

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