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We can't possibly be the only place that is dealing with this so I'm hoping someone can direct me to a viable solution.
We have a queue in Dynamics CRM (v.9.0.37.2 on-prem, for now) that receives mail from a Contact Us form from our Web site as well as mail being sent
to individuals from PR in their personal mailboxes. We have a person that filters the mail that comes from that source and tracks the mail in CRM by
using the Outlook add-in. A new Contact is created for each valid inquiry and the mail is saved as an activity to the Contact. The behavior of the form on the Web site changed recently. The sender of the mail is no longer the user who submitted the email. It is now a noreply address/mailbox to prevent spoofing. When our PR person attempts to track a message now, the Contact was created as
the noreply address and all tracking is recording an activity in that Contact instead of creating a new Contact for each individual who sent a message.
I have attempted to create a workflow for the queue items so that the messages from the Contact Us form are identified, but I cannot find an action to create a new Contact. Can I create a workflow to process the messages that come into the queue and create a new Contact based on text that is in the message? Is there another, preferably OOB, solution?
Thanks!
Carol
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