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Customer Service forum

Auto Create Case from Email

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Posted on by Community Member Microsoft Employee

Hello!

Need a guide for below implementation using Dynamic CRM Online for my partner organizations. The flow shall be as per below;

a. Customer send email to the organizations (enduser@owndomain.com email to support@orgdomain.com)

b. Email will be forwarded to Dynamic CRM shared mailbox (support@orgdomain.com forward to mailbox@crmdynamics.com)

c. Dynamic CRM will auto create case.

*please take note that support team using different domain (@orgdomain.com) to communicate with customer end. For dynamic CRM Online, they are using different domain (mailbox@crmdynamics.com)

I have configure as below;

1- Set mail forward from support@orgdomain.com to mailbox@crmdynamics.com

2- Support Team setup the email in the outlook client

Need advice on how to configure on the CRM online (version 9.0.2.192)

Thanks

  • bialix Profile Picture
    bialix 370 on at
    RE: Auto Create Case from Email

    Hello Fathi?

    In that case, why not use Microsoft Flow or Azure Logic App?

    By using these tools, you are able to create whatever case you want (by simply chopping mail to bits if you want to put data from mail in various case fields) and even specify who should receive that case in roundrobin schema.

    What Wei said, also is working good, but you are limited by this tool. With Flow you have more possibilities.

    docs.microsoft.com/.../getting-started

    Regards,

    BB

  • Alex Fun Wei Jie Profile Picture
    Alex Fun Wei Jie 33,626 on at
    RE: Auto Create Case from Email

    Hi,

    you can take a look on " Automatic Record Creation and update rule"

    crmbook.powerobjects.com/.../automatic-case-creation

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