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priority matrix for case creation through emails.

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Posted on by Community Member Microsoft Employee

Hello Team,

We have an query on priority matrix for case creation through emails.

Please find the below priority matrix to handle this in CRM Dynamic so that there are no multiple cases created for one request.

Description

Priority Matrix

If a mail is marked to multiple support ID, more than 1 SR is created + Auto Reply between 2 service IDs needs to be checked

customer.first@domain.com
customer.second@domain.com
Customer.third@domail.com
Customer.fourth@domain.com
Customer.fifth@domain .com
Customer.sixth@domain.com
Customer.seven@domain.com

It would be great if anyone can help us on above query.

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Rajkumar Rajaraman 18,108 on at

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RE: priority matrix for case creation through emails.

Kumar,

Walkthrough this thread

community.dynamics.com/.../152093

Hope this helps

Regards,

Rajkumar Rajaraman

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