Customer experience | Sales, Customer Insights,...

Assigning a case to a third party supplier

(1) Share

Report

Posted on by Community member

I am exploring CRM and not sure if this will work but I need to get our supplier involved in a customer issue. I want to in essence /assing the ticket to them/ by an internal note or some other mechanism to get them to fix the issue and respond with it is complete.

Is this possible in CRM using cases? If not is there a better MS tool that will allow this?

Wayne

All responses (4)

Answers (0)

Dengliang Li Microsoft Employee on at

Like (0)

Report

Assigning a case to a third party supplier

Hi,

Has the issue been solved?
Have there been any updates? Please feel free to ask me if you have any questions!
If it has been resolved, can you mark the response as an answer?
Dengliang Li Microsoft Employee on at

Like (0)

Report

Assigning a case to a third party supplier

Hi,

You can implement the first requirement with Power Automate Flow.
When a Case is assigned to a specific supplier user, retrieve information about that supplier user.

Populate the email with the Case's information.

Populate the body with the case link.

Your second requirement may not be possible.
Because the body of the email is a field with the HTML value.
It is not possible to retrieve specific information from the body to update the case record.

Best Regards,
Dengliang Li
Community member 4 on at

Like (0)

Report

Assigning a case to a third party supplier

@Dengliang Li

Two follow-up questions

1) how can I notify the supplier of the case assignment? Am I able to send them an email with the details of the case.

2) if so can the the supplier respond to the email to update! Without logging in?
Suggested answer

Dengliang Li Microsoft Employee on at

Like (0)

Report

Assigning a case to a third party supplier

Hi,

You can add suppliers as users to Dynamics 365 CRM.

Then share specific case to the supplier user, giving the supplier user access to the case record.

Best Regards,
Dengliang Li