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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Outlook dynamics addon
Service | Customer Service, Contact Center, Fie...
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Outlook dynamics addon

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Posted on by davidhen1 30

Hi,

When i have a contact stored in dynamics and i recieve an email and add it to case i was expecting the addon to auto populate the case title from email subject, contact from email address and then account.

If there anyway  this can be done in the addon or workflow rule cutomization.

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  • Suggested answer
    LeoAlt Profile Picture
    LeoAlt 16,331 Moderator on at

    Hi partner,

    It is possible by OOB function.

    You could use "Automatic record creation and update rules".

    1.Go to Settings->Service Management->Automatic Record Creation And Update Rules.

    pastedimage1588040627598v1.png

    2.Create a new record, set Monitored activity type to "email", save and create new details.

    pastedimage1588040663152v2.png

    Set the conditions when to create case, and then add an action to create new case, you could configure default values for fields in case from email.

    pastedimage1588040728384v3.png

    pastedimage1588040771809v4.png

    Save and Activate.

    Here are some blogs for more details.

    https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-update-records

    https://carldesouza.com/dynamics-365-record-creation-update-rules-email-case/

    https://crmbook.powerobjects.com/basics/service-management-overview/cases/automatic-case-creation/

    https://d365goddess.com/dynamics-365-customer-service-setup-mailbox-for-automatic-case-creation/

    Best Regards,

    Leo

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