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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Automatic email to cas...
Microsoft Dynamics CRM (Archived)

Automatic email to case creation

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Posted on by Community Member

Hi,

I'm facing a problem in automatic case creation.

Task is :

I have a task where I have to create a case. when some one send's a email , automatic case as to be created and there should be auto response to the customer.  so please can any one help on this , I have a demo tomorrow.

my skype id:sunil_gowda4344

gmail id :sunil_gowda4344@gmail.com

phone no: +9710524217221

Best Regards,

Sunil. 

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I have the same question (0)
  • Suggested answer
    Rutul Chauhan Profile Picture
    Rutul Chauhan 2 on at

    Hi,

    Please refer below links

    crmbook.powerobjects.com/.../automatic-case-creation

    www.preact.co.uk/.../microsoft-dynamics-crm-automatic-case-creation

    Please mark my answer as verified if you found it helpful

    Regards,

    Rutul

  • Community Member Profile Picture
    Community Member on at

    Hi Rutul,

    Thanks for the reply.

    I have tried this but i'm not able to track email and send automatic response.

    Regards,

    Sunil

  • Suggested answer
    pavanmanideep Profile Picture
    pavanmanideep 1,331 on at

    Hi Sunil,

    Set up automatic record creation rules and write a OOB workflow to send an email on case creation

    Follow the links below

    Creating automatic record creation rules

    www.inogic.com/.../automatic-record-creation-or-update-rules-in-dynamics-crm-2015-sp1

    Send automatic email

    itsolutions.bdo.ca/.../how-to-create-an-email-notification-workflow-in-microsoft-dynamics-crm-2015

    Thanks

  • Verified answer
    PS Profile Picture
    PS 23,577 on at

    Hi Sunil,

    Follow the steps below:

    Go to settings>>Service management>>Automatic record creation & updation

    2744.5.PNG

    Click on new

    6064.2.PNG

    Give your record a name, set source type as email, if you have a queue (required) having a specific email id on which you want case to be created enter that queue. After you save the form, other options will be activated. You should do as highlighted below:

    0677.9.PNG

    In the same form, on the right hand side click on +, to add conditions:

    2744.5.PNG

    After you enter the name and save record, then only conditions will appear, set it like shown below:

    1106.6.PNG

    Set additional properties of the case if you wish, by default is already set like shown below:

    4810.7.PNG

    Save & Close, case set properties

    Save & Close, conditions

    Activate the rule like shown below:

    7534.8.PNG

    Once activated, test it, it will work

  • Community Member Profile Picture
    Community Member on at

    Hi Prashant,

    Thanks.

    i'm able to track the mail now , but automated response is not going. I have followed the procedure still there is no automated response.

    Best Regards,

    Sunil,

  • Verified answer
    PS Profile Picture
    PS 23,577 on at

    Have you checked your email settings? If they are alright and still automated response is not going; i would suggest you an alternative for demo purpose:

    Create a realtime workflow

    Trigger on case creation

    send email to case customer

    community.dynamics.com/.../crm-2013-real-time-workflows

    Also, check whether your case customer contains an email ID or not, that might be another reason for no emails.

  • Mridula Profile Picture
    Mridula 275 on at

    Hi Sunil,

    Could you please check in your Email activity as in sent email is in which status.

    Thanks,

    Mridula

  • Community Member Profile Picture
    Community Member on at

    Hi,

    Thank you Prashanth.

    Mridula I just checked status it is still in pending .

    what is the next step?

    Regards,

    Sunil

  • Verified answer
    PS Profile Picture
    PS 23,577 on at

    Please share your mailbox settings

    Go to settings >>Email Configuration >> mailboxes >> test and enable it..... share a screenshot

    Are you using outlook or server side sync, if you are using trial crm, you will have to use outlook for sending emails

  • Mridula Profile Picture
    Mridula 275 on at

    Hi Sunil,

    Please check for mailbox settings in settings->Email Configuration->mailbox->check for your active mailbox and in synchronization method, set incoming and outgoing email as 'Microsoft dynamics CRM for Outlook'.

    test and enable it.

    Please post screenshot of mailbox setting if you still face the issue.

    Thanks,

    Mridula

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