Dynamics 365 for Customer Service - My needs

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Posted on by Community Member

Hi team,

I need an internal queue that will automatically create a case when an email is sent to example: xxx@company1.com. This is for internal support requests for our internal employees. Also, I need the automated emails to go out to the people that are in the queue. Three Queues - Tier 1, Tier 2, Tier 3 are available.

A case needs to be created if an email is sent to xxx@company2.com and automatically routed to the Tier 1 queue. Again, automated emails send out to the case creator as well as everyone in the queue. When someone assigns the case to someone, another email is sent out to the case creator and everyone in the queue. When a case gets escalated to tier 2 or tier 3, auto emails again.

Any suggestions on how to achieve this?

Praveen

Categories:

Customer Service

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