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How to receive a notification of a customer replied to a case with a shared mailbox in Dynamics?

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Hello everyone,

I have 4 shared mailboxed added to dynamics. each of these mailboxes will create cases which employees will work on. how can I build a dashboard where I can show the employees when a customer wrote them back so that they don't have to check each single case again to find out who replied to the case?

The Focus should be to work from dynamics and check to do's in the dashboard.

Thank you for your help and I wish you a great day.

Dominic

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Community Member on at

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Hi Dominic86,

You can create a view of email and add add the view to dashboard.

There is a field named ‘Regarding’ in the email, when customer reply email, the field will be filled automatically, so you just see the newest email which case did it belong to.

1.Create an email view.

(1) The case is coverted from email, you can set filter.

(2) sort by created on desc.

2.Add view that just created to dashboard.

3, you will see these emails which case they belongs to.

Regards,

Leah Ju

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Hi Leah Ju

Thank you for your answer. I tried it with a view "received emails" but it's not working very well.

I saw some of my received emails but not every single response.
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Simon_Cook 5 on at

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Hi Dominic86,

We have gone away from tracking incoming emails, and track based on open Activities instead.

As long as users own the cases, you are able to send and receive via your shared mailboxes and have a dashboard view for their open activities. We loop this in with case views, so that each user has an overview of all their work.

Benefits for us include being able to track tasks and notifications of changes made by customers in our portal. From a workflow management point of view, it allows users to mark the activity complete once actioned, so their dashboard only contains their to do list. This is also useful for users who need help managing their workload, or aren't mature users of the system.

-Simon