Email Functionality in Dynamics 365 Interactive Customer Service Hub

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Posted on by Community Member Microsoft Employee

Hi All,

I'm interested in understanding all Email capabilities, out of the box that is available in Upgraded Customer Service Hub in Microsoft Dynamics 365 version 9.0.

I have a requirement where my Customers will send requests or issues thru email. Can a Case be automatically opened from emails received?

I was not able to find clear information about email functionalities. Any links with this info will be helpful.

Thanks.

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Voice of the Customer

Unified Service Desk

Setup and Upgrades

Portals

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LeoAlt 16,329 on at

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RE: Email Functionality in Dynamics 365 Interactive Customer Service Hub

Hi Jyothi,

I'm so glad that that my answer helped you.

If you think my answer is helpful, please mark my answer as verified and this will helps other users with similar requirements.

Have a nice day.

Best Regards,

Leo
Community Member Microsoft Employee on at

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RE: Email Functionality in Dynamics 365 Interactive Customer Service Hub

This helps! Thanks a lot Leo!!
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LeoAlt 16,329 on at

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RE: Email Functionality in Dynamics 365 Interactive Customer Service Hub

Hi partner,

If your "open case" means creating a new case, it is possible.

1.Find "Convert to" in the top menu bar and selcet "To case".

2.We should put in Customer and Subject here, and click on "Convert".

3.Now we have successfully created a new case based on the email. The case title is same as the email.

If you want to create a case based on the received email automatically by system background, you could use workflow to do that.

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/automatically-create-case-from-email

Hope it helps.

Best Regards,

Leo