Workflow to email customers when a Case status in changed?

(0) Share

Report

Posted on by Community Member

I would like to be able to send an automated email to the customer when the status is changed from "In Progress" to "Awaiting Customer" to inform them that we are waiting for a response and if no response is given within X amount of days then the case will be marked as resolved.

I have tried creating a workflow to achieve this, however I the "Record fields change" only allows me to select "Status" and does not allow me to specify which Status will trigger the automatic email.

Does anybody know what I'm missing? Step-By-Step instructions would be great!

*This post is locked for comments

I have the same question (0)

All responses (7)

Answers (1)

Sort by

Suggested answer

MNarmeen 1,848 on at

Like (0)

Report
Copy link

Link copied!

you can specify which status by using If condition in your worfklow.

Configure your Status field in If before sending out the email

Was this reply helpful? Yes No
Suggested answer

MNarmeen 1,848 on at

Like (0)

Report
Copy link

Link copied!

something like this will server the purpose.

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report
Copy link

Link copied!

Is there an option to delay the automated email once the case status has been changed, for example John sets his case to "Awaiting Customer" on Monday, and the automated email get generated and sent to the customer on Thursday (3 days after the case status was changed.

Was this reply helpful? Yes No
Suggested answer

ashlega 34,477 on at

Like (0)

Report
Copy link

Link copied!

Hi,

you can use a timeout:

blog.clickdimensions.com/.../crm-workflows-wait-versus-timeout.html

Although, don't forget to add another status check condition after the timeout - as I understand it, you are trying to implement a reminder, but the status can change again in those 3 days.

Was this reply helpful? Yes No
Verified answer

Community Member on at

Like (0)

Report
Copy link

Link copied!

Hello

As others have mentioned, setting the workflow to "record fields change" just means the workflow will trigger when the selected field(s) changes, in this case, the status.

You then need to create some logic to specify what happens when the workflow has triggered. Use a "Check Condition" step to create an "If" statement. For example; "If Case Status equals Awaiting Customer". Once you have that statement, you can start to add actions.

To wait for a period of time, you can add a "Wait Condition". To wait for 3 days after the status change, click to configure and then select "Process" from the bottom of the first drop down menu. Select "Timeout" on the second drop down, "Equals" in the third and then click in the fourth. You can then set 3 days on the form assistant (right hand side) and "Duration" from the drop down. Save and close.

As mentioned, you might want to add a check to ensure the case status is still awaiting customer. Use the check condition to do this, add your If statement and add a "Send Email" action to configure the email you send.

Another thing you might want to consider is adding a "Parallel Wait Branch" and set it to Case Status does not equal Awaiting Customer. This would then wait for either the case status to change to something other than awaiting customer or 3 days. It is a nice way for the workflow to complete (and free up system resources) if something changes during the wait period.

Hope that helps

James

Was this reply helpful? Yes No
Suggested answer

Nithya Gopinath 17,078 on at

Like (0)

Report
Copy link

Link copied!

Hi,

You could use workflow wait conditions to achieve this functionality.

See: www.magnetismsolutions.com/.../workflow-wait-conditions-best-practices-dynamics-crm-2011

Was this reply helpful? Yes No
Suggested answer

ashok teja 290 on at

Like (0)

Report
Copy link

Link copied!

Hello,

Follow below steps:-

1. Create a field on case entity (Is Customer replied?)

2. Create a workflow on email entity

Using this workflow we're updating the 'Is Customer replied?' field

3. Create another workflow on case entity (only trigger on status reason change)

Thanks

Ashok J

XRMWEBKIT | CRMPORT | DynamicsHelpmate

Was this reply helpful? Yes No