Customer voice using power automate flow

(1) Share

Report

Posted on by Tushar Jadhav

154

can anyone please help me to do this using Power Automate Flow?

When a new case has been created, send an email notification to all agents.
When a case has been assigned to a specific agent, send an email notification to that agent, informing them that the case has been assigned to them.

I have the same question (0)

All responses (4)

Answers (2)

Verified answer

Leah Ju Microsoft Employee on at

Like (1)

Report
Copy link

Link copied!

Hi Partner,

Please refer to the following steps:

1.When a new case has been created, send an email notification to all agents.

1)Trigger flow when case created.

2)Send email to all agents.

--Send an email action:

The key issue here is how to identify all agents in power automate if you don't want to manually entering the email addresses of all agents.

--Maybe you can consider putting all of these agents into a single TEAM, and then using the two methods provided in the following link to send emails to team members automatically:

https://microsoft-business-applications.hcltech.com/flow/send-emails-to-all-team-members-in-dynamics-365/

2.When a case has been assigned to a specific agent, send an email notification to that agent, informing them that the case has been assigned to them.

1)Trigger:

When one case has been assigned to one agent, the case owner will be change:

2)Get a row by id:

3)Send an email to the specific agent:

Note:

Trigger: https://learn.microsoft.com/en-us/power-automate/dataverse/create-update-delete-trigger?tabs=classic-designer

send email: https://learn.microsoft.com/en-us/power-automate/email-top-scenarios

I hope you can verify my answer if it helps you! If you have any questions, please feel free to contact me.
Regards,
Leah

Was this reply helpful? Yes No
Verified answer

Leah Ju Microsoft Employee on at

Like (1)

Report
Copy link

Link copied!

Hi Partner,

Has the issue been resolved?

Have there been any updates? Please feel free to ask me any questions you may have!
If it has been resolved, can you mark the response as an answer?

Was this reply helpful? Yes No
Tushar Jadhav 154 on at

Like (0)

Report
Copy link

Link copied!

Hi Leah, I hope everything is going well for you
Thank you for your assistance
I have a question regarding SLA. Could you please assist me?

For Automatic record creation and update rule have to setup SLA for below condition

1.When case get Created after 6 hours warning email to the case owner/agent should get sent

2.after 24 hours escalation mail to get sent to the management team.

Please let me know what should I use within Applicable when, success condition, what should come under KPI like Resolved by or anything else as it is for the cases which will be in progress, and other things too, that will help me a lot, thanks in advance!

Was this reply helpful? Yes No
Leah Ju Microsoft Employee on at

Like (0)

Report
Copy link

Link copied!

Hi partner,

Refer to my answer under you new question:

Dynamics Community Forum Thread Details

Was this reply helpful? Yes No