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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Send an email when cas...
Customer experience | Sales, Customer Insights,...
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Send an email when case is resolved

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Posted on by SB-08051316-0 24
Hi,
I want to make a workflow where it sends an email to the customer if they email a closed case, because right now we have customers who reply to an old email instead of creating a new one, and then the email gets lost because we aren't tracking that case anymore.
 
Any thoughts or ideas on making this work?
  • Verified answer
    Pradeep Rai Profile Picture
    Pradeep Rai 5,480 Super User 2024 Season 2 on at
    Send an email when case is resolved
    Hi,

    I agree with Dengliang Li suggestions. we do not have any direct way to detect the resolve cases.
     
    One way i can see is power automate like below:
     
    1. Trigger Point will be email receive
    2. Get the email subject and try to truncate the subject so that you will able to search the same in dataverse table of email message
        Or You can use from email Id to search the case by latest created on
    3. Based on email Subject search for the email record in dynamic CRM 
    4. Now from retrieved record check the regarding field value and search of case
    5. now check the case status if it is resolved the revert the customer with proper message.
     
     
    Note: in both searching criteria you have to identify some unique ness then only it will run for long time.
     
    Thank You,
    Pradeep Rai
  • Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    Send an email when case is resolved
    Hi,
     
    I'm afraid that's not possible.
    The first thing you can do is to detect if an email has been sent by a specific user, which has a status of Sent.

    However, the content of the email is HTML text and the link is contained in an a tag.
    There is no way to check if the link in the content of the email sent points to the resolved Case.
     
    Best Regards,
    Dengliang Li
     

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