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Hi community,
Is it possible to replace an email template in Customer Service with one from Marketing on case creation/close?
I haven't been able to find any content regarding this anywhere. Can anyone help?
Thank you in advance,
Vinh
Thank you Nya for your answer and thorough explanation.
Hi Vinh,
It is unable to be achieved unfortunately for the email and marketing email are two totally different functions.
Emails in Customer Service get delivered to just one or a few people for private communications, whereas Marketing Emails get delivered to many thousands or more every month for marketing and promotion.
They are also two separate entities in the system. So their fields are also different and cannot be correlated
In addition, when you use Email in the Customer Service for Case related operations, you may use the Email attachment function, which is not available in Marketing Email.
To know more about Marketing Email, please refer to:
Create a marketing email (Dynamics 365 Marketing) | Microsoft Docs
If this helped you, I'd appreciate it if you'd mark this as a Verified Answer, which may in turn help others as well.
Best Regards,
Nya
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