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Auto sending email to the customer when the case have first response and resolved

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Posted on by Lam ERP

Hello all the mentor!

I need some help now. I'm using auto creation method to create a case from the email with the SLA setup. I don't know why after the email not sending like what setting up in the SLA.

I would like to send the email to the Customer when i change First Response Sent = Yes and When i resolved the case it will send another email to the customer that i already resolved their case.

Thank you.

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Bipin D365 28,961 Moderator on at

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RE: Auto sending email to the customer when the case have first response and resolved

Hi,

Please see below article for step step by process to create Workflow -

docs.microsoft.com/.../create-real-time-workflows

Steps for sending an email from workflow -

www.gestisoft.com/.../set-up-dynamics-365-workflow-send-email

Please mark my answer verified if this is helpful!

Regards,

Bipin Kumar

Follow my Blog: xrmdynamicscrm.wordpress.com/
Lam ERP 15 on at

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RE: Auto sending email to the customer when the case have first response and resolved

First! Thank you for your response.

But can you show me more detail about this setup. I'm new here.

Thank you.

Regard,

Lam
Suggested answer

Bipin D365 28,961 Moderator on at

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RE: Auto sending email to the customer when the case have first response and resolved

Hi,

You can create Real Time Workflow to send an email when First Response Sent field is modified and value is Yes.

In the same workflow, you could add another condition when status is resolved send email. In Trigger select When Record status is changed.

Please mark my answer verified if this is helpful!

Regards,

Bipin Kumar

Follow my Blog: xrmdynamicscrm.wordpress.com/