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Microsoft Dynamics CRM (Archived)

Customer communication within Dynamics 365

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Posted on by Community Member Microsoft Employee

Hi all,

Currently I am investigating the possibilities to use Dynamics CRM as our way of customer support. However, the information I can find about this subject is minimal. We would like to have a ticket support system in which we can communicate with our customers. 

I would like to know how the communication between the agent and the customer works. Is this through a separate emailbox? Also, are the fields of the case adjustable?

I am not familiar with either Dynamics or CRM, but a colleague suggested I should investigate the possibilities, ever since we are already using this product in the sales department.

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  • Suggested answer
    Rawish Kumar Profile Picture
    Rawish Kumar 13,756 on at
    RE: Customer communication within Dynamics 365

    thats correct - once an email is received - case can be created on that manually or process can be automated.

    once case is created email will be associated to that case as an activity and all further communication can be done from there.

  • Suggested answer
    Mihir@CRM Profile Picture
    Mihir@CRM 4,036 on at
    RE: Customer communication within Dynamics 365

    Dynamics 365 (Customer Engagement) has multiple options for customer communications and you can configure the system as per your specific requirement.

    1. Customer Service agents can send email directly from within the application or from Outlook and mobile app. The sent emails can be tracked in Dynamics 365.

    2. Emails can be sent from a dedicated service mailbox. For example an auto respond email to the customer providing the details of the ticket etc.

    3. Emails from customers to a support email address can be routed to Support Queues so the agent teams can check the emails in a queue. A ticket (case) can be created from email.

    4. You can set priority to cases to route to high priority queues.

    5. You can add additional fields to the Case.

    There are many more features which you can get more details from here.

    docs.microsoft.com/.../help-hub

    Hope this helps.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Customer communication within Dynamics 365

    So if the customer sends an email to company@support.com, it will create a case, and from within that case I can view all the email conversation with the customer?

  • Suggested answer
    Rawish Kumar Profile Picture
    Rawish Kumar 13,756 on at
    RE: Customer communication within Dynamics 365

    Hi Anne,

    Dynamics CRM can definitely accommodate your requirement - read here about service module of CRM :

    crmbook.powerobjects.com/.../service-management-overview

    and yes -  all fields on case and other entity are customization as per your need.

    regarding the email communication - you need a mailbox on exchange which can be configured in CRM & through which emails can be received and sent from case or other entity.

    mark my answer as verified if helpful

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