Hi everyone,
I am trying to figure out how to do something, basically this is my scenario:
I have a Queue accepting e-mails
An e-mail comes in with a phone number in the subject
Queue routing creates a case titled the phone number {subject}
I need:
A workflow to fire on case creation and match that phone number to a contact's phone number and update a certain field in the record.
How would I go about doing something like this? I am unable to figure it out after an hour or two of messing with the functions, I'm using the latest and greatest 2016 Dynamics (Online instance).
I just want a WF to fire when a case is created, take the case's {title} and perform a match vs. a contact's {businessphone} and in the next step alter that matching contact's record by changing a field from 'no' to 'yes'.
Please tell me this can be done! and if so, how? If custom WF/plugin has to be made for this, can anyone point me in the way of a sample source or something that can assist? I am surprised this cannot be done naturally as CRM is so robust.
Thank you so much for reading!
Looking forward to a good response.
Regards
