Send Customer Email - Workflow vs Flow

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Posted on by Cyparson

Hi Dynamics Community,

I am trying to get some advice on which direction I should go for my CRM project. We need to send customers emails when cases are created, closed, escalated, request for information, etc. This includes functionality for customer to "reply" back and their reply gets posted/appended/attached into the case.

1. Are Dynamics workflows or OOB email capabilities being depreciated long term? Note: Someone had mention this to me, but I am not seeing much online except the depreciation of the Email Router.

2. What do others recommend - Dynamics Workflows or Power Automate/Flows? Or Logic Apps, if someone has tried this.

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Moximox 2 on at

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It depends on specific criteria if I would go with logic apps or automate flows. I'd never go for the workflow for this particular use case.

Large volumes of emails/flow executions, flow development from visual studio, ALM ci/cd, licenses, etc

I'd more.often go with logic apps but that's probably because I mostly work with large enterprises.

Yes the classic workflow is going to be deprecated at some point in a near future.

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Cyparson on at

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Thanks Magnus for the reply.

I am new to D365 workflows, but have used logic apps before. Is there a performance difference between them and is that why you prefer logic apps for large volumes?

Also - Do have a link to the page where it goes over the deprecation of the classic workflow? I haven't been able to find anything on the web to read more into it.

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Moximox 2 on at

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Hi Cyparson

The workflows aren’t officially deprecated. Honestly I believe it most likely safe to use them for the next 3-5 years because currently Microsoft aren’t offering any oob solution to the realtime scenarios within the app license.

But I prefer logicapps regardless. I only work with enterprise projects and therefore I require some features that does not exist within the powerautomate offering. For example to develop using visual studio, to release with ci/cd using devops, etc.

I would also never use workflows for this purpose because I would almost always consider a decouple solution. Meaning I would need to consider email service down, large amounts of emails, etc. so before running the flow, I would put the message into a queue before I actually create the actual logicapp run or azure function to send the email. This is of course nowhere near an exhausting explanation but hopefully gives you some ideas. Please let me know if there’s anything in particular you want to know.

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Nya 29,060 on at

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Hi,

When it comes to the choice of Workflow or Flow, you can refer to the following blog.

What are the Differences Between Microsoft Flows vs. Workflows? (ledgeviewpartners.com)

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Moximox 2 on at

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Hi

PLEASE MARK AS VERIFIED IF HELPFUL!

MOX

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