How to automatically detect customer from email using Microsoft Dynamics 365 App for Outlook?

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Posted on by Kamilcmm

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So we have the Dynamics 365 app for outlook installed on our Outlook and it works perfectly fine however, at the moment when we want to create a new case using the app we have to fill in the Quick create form manuall... I was wondering if it's possible to make it auto-populate the fields if the sender is one of our customers?

When we receive an email from a customer the Dynamics 365 app identifies the customer and shows the account information so surely there's a way to transfer it onto the quick create form if that makes sense?

Many thanks for the help in advance.

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Martin Donnelly 1,030 on at

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"shows the account information" means

1) a CRM email activity record is created

2) its regarding field is the contact's primary account

True?

"auto-populate" means the relationship mapping feature?

Customer is NOT a good term for technical questions. We have accounts and contacts.

I have in the past triggered new cases by having emails delivered to a queue. Your situation doesn't seem as complicated as that but, I see the need to have a plugin run on create of incoming emails. Is that what you're asking? Maybe a workflow if you are not comfortable with programming.

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Kamilcmm 171 on at

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"Shows account information" - I'm basically referring to the main screen that you see when you click on an email and open up the dynamics 365 outlook app where you can set regarding, see recipients, see contact details, account and opportunities.

What im would like to know is if I use the 'quick create' option to create a task is it possible for the system to automatically fill in the customer/account name for the case, case title to be the subject of the email and description to be the body of the email?

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Martin Donnelly 1,030 on at

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Well a task and a case, again, are two different things.

You can accomplish pert near anything you want. The question is what you have to do to cause automation.

Quick creates (like "slow" creates) populate according to MAPPINGS associated with the RELATIONSHIP between the two entities. If you are on an account, the mapping has to be on the account-to-case relationship.

However, if you quick create a case from an email, mappings won't work because you can only map from email to case -- regarding field is not guaranteed to be an account so you can't map it to an account lookup.

SO! You have to create a plugin or workflow to accomplish your desire.

And, no, there is no way to automatically generate a plugin or workflow -- you have to work to provide users automation.

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Kamilcmm 171 on at

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Sorry by task I meant case, no idea why I said task.

Ignoring the idea of detecting the account... how would i go about mapping the subject of the email to case title and body of the email to case description.

Sorry I'm quite new to Dynamics so have no idea where to even start.

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