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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / How-to - Email body lo...
Service | Customer Service, Contact Center, Fie...
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How-to - Email body located in Case Description for Case

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Posted on by JMaye2 57
 Hello Smart people-
 
We are successfully creating a case via email. This part works.  We would like to have the body of the email to be automatically added to the Case Description upon case creation.  The email is plain text at this time.  I have found a few articles, but I can't seem to find how to specifically apply this.  I appreciate your assistance for helping a newbie.
 
I've found this- https://www.experts-exchange.com/questions/28983281/Populate-Dynamics-CRM-Case-Description-with-Email-Body.html and this one- Dynamics Community Forum Thread Details a few others, but can't seem to find the area to apply these suggested configurations.
 
Can you help?
 
Much thanks to all of you!
JMaye2
  • Suggested answer
    sandeepstw Profile Picture
    sandeepstw 4,601 on at
    How-to - Email body located in Case Description for Case
    Hi Partner,
     
     
    you can use these steps - 
     
    Create a new workflow. Use case entity as target entity. Set scope as organization. 
    Set Start to Record When is made.
    Click "Add Step" and then "Check Condition."
    Click on Specify Condition and set Source to E-mail.
    Click Add Step, then click Update Record. Select Case (Incident) as the type of record you want to change.
    On the form that comes up, choose "Description," and on the right, choose "Dynamic values," "Email," and "Description." This will make the text of the email body go into the description field of the Case.
     
    Save and activate workflow. 
     
    Please mark as solution if it works. 
     
    Thanks,
    Sandeep 
     
  • JMaye2 Profile Picture
    JMaye2 57 on at
    How-to - Email body located in Case Description for Case
    Is there not an inherent solution built into Dyn365?  We would prefer to not have the spend additional money.  Thanks all.  
  • Zap Objects Profile Picture
    Zap Objects 913 on at
    How-to - Email body located in Case Description for Case
    Hi JMaye,
    This requirement of populating Case with email body can also be achieved using a Third party solution like Zap Helpdesk. Besides there is a functionality to even extract new email responses (ignoring the junk in trailing emails) from all the emails received and create a complete chain of communication which can be seen from within the Case.
    To know more, check out our blog: How to design a Customer Support process when using Zap Helpdesk for Dynamics 365 for Customer Service? (link)

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