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Microsoft Dynamics CRM (Archived)

Convert Email to Case - Contact & Account not populated - using Outlook Addin CRM 2015

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Posted on by Megan V. Walker 1,806 Most Valuable Professional

Hoping someone can help shed some light on this one. Our support reps often need to create a case from an email they receive in Outlook. First, we click the Track button from the CRM addin control in Outlook. Then, we set regarding and make sure it is linked to the correct Contact in CRM (making sure it's the right one based on the email address on their record).

Regarding-Information.PNG

Then, we click the Convert To Case option from the CRM addin control in Outlook. This often comes up blank. Not sure why.... but we can manually add in the Customer. 

Convert-to-Case.PNG

Once we click Convert, the case is created in CRM. However, there is no Contact or Account populated. The Customer is populated, but that's based on the Convert to Case dialog box rather than the set Regarding record selected. Can anyone point me in the right direction? It works for some reps but not others and I can't see an obvious difference on their user records or anything else. 

Case-without-Contact-or-Account.PNG

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  • Megan V. Walker Profile Picture
    Megan V. Walker 1,806 Most Valuable Professional on at
    RE: Convert Email to Case - Contact & Account not populated - using Outlook Addin CRM 2015

    Thanks so much for your help!

  • Andre Margono Profile Picture
    Andre Margono 2,602 on at
    RE: Convert Email to Case - Contact & Account not populated - using Outlook Addin CRM 2015

    Yes, that's what I would expect.

    If there are multiple records, the system seems to be confused, which one should be used

  • Megan V. Walker Profile Picture
    Megan V. Walker 1,806 Most Valuable Professional on at
    RE: Convert Email to Case - Contact & Account not populated - using Outlook Addin CRM 2015

    Hi Andre, thanks for the info. OK, so sounds like Customer is the only option (if I am reading your response correctly). Regarding the pre-filling of the Customer field, I have seen it populate if the senders email address is only on ONE record in CRM. Do you think that would be expected?

  • Verified answer
    Andre Margono Profile Picture
    Andre Margono 2,602 on at
    RE: Convert Email to Case - Contact & Account not populated - using Outlook Addin CRM 2015

    AFAIK, the out of the box case conversion only allows 1 field to be mapped: Customer. A Customer field can be a contact or an account. The other out of the box fields in case entity (account and contact) are not mapped by this convert function.

    Regarding pre-filling of the Customer field, does the contact record that is tracked in Outlook resolved to anything else (e.g: queue/user/other entity that has email enabled)?

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