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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Sales Emails to Opport...
Customer experience | Sales, Customer Insights,...
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Sales Emails to Opportunity vs Customer Care Emails to Case from the Customer

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Posted on 26 Mar 2025 01:05:28 by jim.corriveau@chest... 67
Hello,
 
How have you solved this issue: a Sales Person creates an Opportunity and works with the Customer to gather information and move the Opportunity through the pipeline.  Along the way the Customer is emailing specifications and requirements to the Sales Person who uses the Dynamics 365 App for Outlook or Copilot for Sales to push the email into CRM and sets regarding the Opportunity.  When we win the sale, the Customer emails a Purchase Order to the Sales Person on one of the treads already tracked against the Opportunity.  The Sales Person then forwards the email from their inbox or from the Opportunity to their supporting Customer Care Team which has a queue setup for Email to Case processing.  The email is picked up, created in CRM, and set regarding the Opportunity.  A Case for Customer Care is never created because the email thread is already tracked to the Opportunity.
 
What are some ways you have solved this issue?  There are probably over 10 ways to 'solve' this issue, but what have you done that actually works?
 
Thank you,
 
Jim
  • Suggested answer
    Krishna Acharya Profile Picture
    Krishna Acharya 79 on 26 Mar 2025 at 05:41:38
    Sales Emails to Opportunity vs Customer Care Emails to Case from the Customer

    Hello Jim,

    Solution for Forwarded Emails Not Creating Cases in Dynamics 365

    In Dynamics 365, when a Salesperson forwards an email already tracked to an Opportunity, the Set Regarding remains unchanged, preventing a Case from being created for Customer Care.

    Effective Solutions:

    1.  Power Automate Flow (Recommended) – Detects emails in the queue, creates a new Case, and updates Set Regarding from the Opportunity to the Case.
    2. Manual Change Before Forwarding – Salesperson removes Set Regarding from the Opportunity and assigns it to a Case before forwarding.
    3. Modify Queue Processing Rules – Adjust Email-to-Case settings to ensure a Case is created, even if the email is already tracked.
    4. Custom Plugin (Advanced) – Automatically updates Set Regarding when emails reach the queue, linking them to a new Case instead.

    Hope this helps! If this solution works for you, please mark my answer as Verified.

    Thanks!

  • Suggested answer
    Daniel MagMat Profile Picture
    Daniel MagMat 49 on 26 Mar 2025 at 01:50:02
    Sales Emails to Opportunity vs Customer Care Emails to Case from the Customer
    Hello Jim,
     
    If your setup is configured as you have described: it seams that the issue might be that the title of the Email you are forwarding to the Case Queue is already being tracked, and also the sender (forwarder) is a user of the Dynamics organization (the sales person and not the customer). This will prevent a case to be created, and instead it will be tracked to your existing email thread and CRM record (the opportunity).
     
    If your sales person has access to the Customer Service corresponding licensing they should also be able to create a case and track the Purchase order email to that recently created record (The case) from within their own Dynamics 365 App for Outlook.
     
    Another test you can do is to actually ask the customer to send an email with a new title to the email of your case queue and review if the case is successully created and picked by your Customer Care Team.
     
    Please let me know if this helps!

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