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Is there a way to handle/allow multiple eg emails in customer engagement ? We are servicing different companies hence customers can have same emails attached to two companies/profiles. Instead of tagging each inquiry when received by customer service ?
Imagine you are servicing two independent companies at your call center. Eg Audi and Lamborghini. Both companies are owned by the same, however the customer setup should be separated as in case they are let’s say sold again. Customer service have to answer both incoming queries/calls, and these are off course by different emails or call numbers. However I can both have an Audi and a Lamborghini, why my client records will appear in both companies with same contact details.
Will this need seperate CE entities or is there a way to make this setup smart for customer service department ? When they receive call/inquiries ?
Imagine you are servicing two independent companies at your call center. Eg Audi and Lamborghini. Both companies are owned by the same, however the customer setup should be separated as in case they are let’s say sold again. Customer service have to answer both incoming queries/calls, and these are off course by different emails or call numbers. However I can both have an Audi and a Lamborghini, why my client records will appear in both companies with same contact details.
Will this need seperate CE entities or is there a way to make this setup smart for customer service department ? When they receive call/inquiries ?
Sorry, I´m not sure if I understand your case, but I thnik that these users could be use 'ALIAS' for their e-mail address registered as contact to receive alerts from cases and on the other side the end user should 'reply as' that ALIAS (best as 'Group' even this contains only his email access/account).
In that way exemplified, 'Mr John' can work for company 'a' as 'john@a-domain.com' but also be registered as a contact inside Dyn365 as 'John@b-domain.com', so the same user can manage "02 company's cases" on the Dyn365.
I appreciate if you could examplain a little bit more your case. We are MS partner for IT Infrastructure and new to Dyn365 but looking to improve our knowledge also helping and learning at the same time with others here.
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