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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Justinjose 2,707 on at

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RE: Create case automation

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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pavanmanideep 1,331 on at

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RE: Create case automation

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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Alex Fun Wei Jie 33,626 on at

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RE: Create case automation

Hi,

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

community.dynamics.com/.../228009
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sandeepstw 4,601 on at

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RE: Create case automation

Thanks Wei,

What about department case view?
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Alex Fun Wei Jie 33,626 on at

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RE: Create case automation

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