Warteschlangenelemente einem Nutzer zuordnen

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Posted on by Dynamicsbeginner97

Hi zusammen,

ich bin noch relativ frisch im Dynamics Thema und wäre super dankbar, wenn mir der ein oder andere bei meinem Problem helfen könnte.

Und zwar möchte ich gerne für meinen Kundenservice die Funktion einrichten, dass E-Mails über eine Warteschlange empfangen werden und automatisch einem Teammitglied zugewiesen werden.

Außerdem sollte das System erkennen, ob auf eine E-Mail geantwortet wurde und diese ebenfalls direkt dem Mitglied zugewiesen werden, sodass die E-Mail nicht nochmal in der Warteschlange landet.

Ich freue mich auf eure Nachrichten!
LG
Sophie

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Hi partner,

1.Receive emails via a queue.

Create a support Queue in Dynamics 365 CRM | D365 Demystified

All emails send to the address will convert to email activity and queue item will appear under the queue.

2.Assign email queue item to a team member automatically.

You can manually click ‘Pick’ and ‘Route’ button in queue item sub-grid to assign email to the user you need.

If you want to assign them automatically, you need create workflow to achieve it.

Go Settings > Process to create an workflow in queue item entity .

Add 'Check condition' and 'Assign record' step to assign email that appear in support1 queue to the user(Alan).

Also, you can set more detailed conditions and assign emails to other users based on these conditions.

Regards,

Leah Ju

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

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Dynamicsbeginner0497 15 on at

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Hi Leah,

Thank you very much four your detailed answer!

But I've got another Problem...My queue can be edited by several employees, so it's not enough for me to send a queue to one employee. It must depend on which employee answered an E-Mail and thus also contains the new customers answer without the activity queuing again.

Do you understand my problem?

I'm looking forward to another good answer!

Regards,

Sophie

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Hi partner,

I have answered under your latest thread.

Regards,

Leah Ju

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