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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Notify support users w...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Notify support users when a new case is created.

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Posted on by fran2105 416

Hi there! 

I want to notify the support users whenever a new case has been created and added to their respective queues. Any suggestions how this can be done that does not include emails? I know that a workflow can be created to send an email notification, however I want another alternative solution to minimize as much as possible the number of emails we receive. 

I am aware of the push notification in Power Automate, however, to my knowledge, it only sends a notification to the user that is creating the workflow. 

Any no-code suggestion would be of great help! 

Fran.  

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  • Suggested answer
    prt33k Profile Picture
    prt33k 6,907 on at

    Hi Fran,

    You can try 'Push Notification for power app'. Users need to have a powerapp installed though.

    And then they can get notifications on record creation.

    pastedimage1611588241032v1.png

    A sample is here :

    https://community.dynamics.com/365/b/d365thoughtsandexperiences/posts/how-to-bring-push-notification-for-d365-actions-to-users-smartphone

    Thanks,

    Prateek

  • fran2105 Profile Picture
    fran2105 416 on at

    Thank you Prateek!

    The only challenge I am facing it with the Recipients Item - 1. I have a routing rule that routes to the case to the respective queue, however, before the user goes in the queue and picks the case, the initial "owner" is the system.

    Are there any other identifiers for Recipients Item - 1?

  • Suggested answer
    prt33k Profile Picture
    prt33k 6,907 on at

    Hi,

    So why don't you run this flow at the update of case ownership instead of record creation?

    Thanks,

    Prateek

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