create cases from 2 incoming emails with different domains in the same instance

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Posted on by Dynamics 365 Human ...

I wanted to know can we create a case from 2 different incoming emails with different domain in the same instance and the response should also be provided seperately.

For eg: one incoming email is support@comp1.com and the second incoming email is support@comp2.com.

This is because i have 2 companies for legal matters and want to setup Customer service portal for support.

so, when i create 2 support emails with different domains, can i get emails in the same instance. which can be sent to 2 different preassigned queue and the response given to them should remain seperate. but in the same instance.

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Dynamics 365 Human ... 15 on at

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RE: create cases from 2 incoming emails with different domains in the same instance

Thanks you Leo for the detailed explanation.

Just the continuation to that query,

when we send a response what is the email address the customer will see. What is want is,

The case received from Comp1 should be replied from the Comp1 email and the Comp2 cases should be replied from Comp2 email.

Amrish

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LeoAlt 16,331 Moderator on at

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RE: create cases from 2 incoming emails with different domains in the same instance

Hi partner,

It is possible to do this in D365.

1.First you should create an "Record Creation and Update Rules" to make D365 create new case automatically when receiving new emails. And I suggest that you could create a new field to store the incoming email address.

As we can see in the screenshot, we could set default value for case in details. So we could store the incoming email address in the new field on case form.

For example here I store the incoming address into description field on case.

Then when D365 receiving any email, it will create case based on this rule automatically. Of course if you want to create case based on special incoming address, you could add filter conditions as well.

2.After we could create case automatically, we could create 2 new queues for Comp1 and Comp2.

And then we need to create 2 route rules to put cases with different address into current queues.

For example comp1:

Then activate the rule and so that the case will be moved to different queues as our requirement.

Best Regards,

Leo

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