Create case automation

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Posted on by sandeepstw

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Hi,

We have some departments and want to create cases for those based on submitted email id. Like if cased is summited by email xxx@company.com, case should be created CRM and it should go in queue xxx and only xxx departmental members can see it. If cases is summited from yyy@company.com case should be create and moved to yyy queue which only seen by yyy department members.

Please help me if any one does same before.

Thanks,

Sandeep

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Alex Fun Wei Jie 33,628 on at

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Hi,

you can make use of Automatic Record Creation and Update Rules if you have a specific email that will use by your client.

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

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sandeepstw 4,601 on at

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Thanks Wei,

What about department case view?

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Alex Fun Wei Jie 33,628 on at

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Hi,

you can refer to below post on how to create such view.

community.dynamics.com/.../228009

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pavanmanideep 1,331 on at

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Hi Sandeep,

Just to add, you can use routing rule sets to route the cases created to respective queues. Hope with this your requirement can be achieved.

Please follow this

https://www.sherweb.com/blog/case-routing-works-dynamics-365/

Cheers,

PMDY

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Justinjose 2,707 on at

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Hi STW Services,

I have done similar, but case was created manually because need to verify email . Emails are routing to specific queues based on email contact's. Have to check few conditions before route email to queue so created custom workflow.

Thanks

Justin Jose

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