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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Customer service hub -...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Customer service hub - email templates

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Posted on by martink99 7

Hi,

New to D365 and this company.

They use D365 online and have email templates set up and linked to queues for certain customers.

There's a requirement for additional templates to be made. 

I'm wondering if I just create new template, do I have to link that via workflow or other so that the queue knows when to send?

Some advice would be great.

Thanks

Martin

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  • Suggested answer
    Adnan Jalees Profile Picture
    Adnan Jalees 455 User Group Leader on at

    Hi Martin, 

    Yes, Dynamics 365 provides functionality to create and manage personal & organization email templates. Please refer the links as mentioned below.

    https://docs.microsoft.com/en-us/power-platform/admin/create-templates-email

    https://neilparkhurst.com/2019/10/27/mb-200-microsoft-dynamics-365-customer-engagement-core-email-templates/

    https://www.advaiya.com/blog/create-email-template-microsoft-dynamics-crm/

    Let me know if you have questions. 

    Thanks,

    Adnan

  • Suggested answer
    LuHao Profile Picture
    LuHao 40,892 on at

    Hi Martin,

    The solution in this video should meet your requirement.

    We will use flow to automatically send emails with the email template for new cases in the specified queue.

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