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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Sales Emails to Opport...
Customer experience | Sales, Customer Insights,...
Answered

Sales Emails to Opportunity vs Customer Care Emails to Case from the Customer

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Posted on by jim.corriveau@chest... 81
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
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  • Suggested answer
    Daniel MagMat Profile Picture
    Daniel MagMat 65 on at
    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!
  • Verified answer
    Krishna Acharya Profile Picture
    Krishna Acharya 123 on at

    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!

  • Verified answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 7,835 Super User 2025 Season 2 on at
    Hello Jim,
     

    You've described a very common and tricky workflow challenge in Dynamics 365! The scenario where a Purchase Order (PO) arrives via an email thread already tracked to an Opportunity, preventing automatic Case creation, is a classic example of CRM's strengths (email tracking) conflicting with business processes (Case management).

    Here's a breakdown of the problem and several effective solutions I've implemented, along with their pros and cons:

    Understanding the Core Problem

    • Email Tracking vs. Case Creation: Dynamics 365's email tracking is designed to associate emails with existing records (like Opportunities), providing context. However, automated Case creation often relies on new emails arriving at a queue.
    • Workflow Disruption: The forwarded PO email, even though it signals a new process (order fulfillment, not sales), is treated as part of the existing sales process due to the tracking.

      •  

    Effective Solutions (Beyond the Obvious)

    Here are some approaches I've found to be practical and sustainable:

    1. Dedicated PO Submission Channel (Preferred)

      • Concept:

        • Establish a separate, monitored email address specifically for receiving Purchase Orders (e.g., [email address removed]).
        • Instruct customers to send POs to this address, regardless of prior communication. 

      • Dynamics 365 Setup:

        • Configure your Email-to-Case queue to monitor this dedicated PO email address. 

      • Salesperson Workflow:

        • Salespeople can still track pre-sales emails to the Opportunity.
        • When the PO arrives on a tracked thread, the salesperson informs the customer to resend the PO to [email address removed].
        • Optionally, the salesperson can also forward the PO to the orders email address, but this is a secondary action. 

      • Pros:

        • Clear separation of sales and order processing.
        • Reliable Case creation.
        • Clean data and reporting.
        • Scalable and maintainable. 

      • Cons:

        • Requires customer and salesperson discipline.
        • May require customer education.
        • Slightly more "manual" for the salesperson. 

    2. Email-to-Case Rule Enhancements (More Complex, but Powerful)

      • Concept:

        • Modify the Email-to-Case rule to be more intelligent about when to create a Case, even for tracked emails. 

      • Dynamics 365 Setup:

        • Rule Criteria:

          • Add criteria to the rule to check for specific keywords or phrases in the email subject or body (e.g., "Purchase Order," "PO Number").
          • You might also add a check for the email sender (e.g., if the sender is a specific contact role). 

        • Automatic Record Creation:

          • Configure the rule to create a Case even if the email is tracked to an Opportunity, but only if the criteria (keywords, sender, etc.) are met. 

      • Pros:

        • More automated.
        • Less reliance on user behavior. 

      • Cons:

        • Requires careful configuration of the Email-to-Case rule.
        • Can be brittle if email formats or keywords change.
        • May lead to false positives (Cases created for non-PO emails). 

    3. Power Automate Automation (Flexible)

      • Concept:

        • Use a Power Automate flow to monitor the mailbox and intelligently create Cases. 

      • Flow Logic:

        • Trigger: When a new email arrives in the queue mailbox.

        • Actions:

          • Get the email details.
          • Check if the email is already tracked to an Opportunity (using the "Regarding" field).

          • If tracked:

            • Check for PO keywords or sender criteria (similar to option 2).
            • If PO criteria are met, create a Case.
            • Otherwise, handle as needed (e.g., log, notify someone). 

          • If not tracked:

            • Create a Case (standard Email-to-Case behavior). 
             
           

      • Pros:

        • Highly flexible and customizable.
        • Can handle complex logic and scenarios.
        • Can integrate with other systems. 

      • Cons:

        • Requires Power Automate knowledge.
        • Can be complex to set up and maintain. 
         

    4. Salesperson Workflow Enforcement (Less Technical, but Less Reliable)

      • Concept:

        • Train salespeople to not forward the PO email.
        • Instruct them to either:

          • Manually create a Case and copy/paste the PO information.
          • Instruct the customer to resend the PO to the queue email address. 
           

      • Pros:

        • Simple to implement (no technical changes). 

      • Cons:

        • Heavily relies on salesperson compliance.
        • Prone to human error.
        • Difficult to enforce consistently.

          •  
          

      5.  

    Which Solution Is Best?

    • For most scenarios, I strongly recommend the Dedicated PO Submission Channel (Option 1). It's clean, reliable, and promotes good process hygiene.
    • If you need more automation and are comfortable with complexity, the Power Automate Automation (Option 3) is excellent.
    • Email-to-Case Rule Enhancements (Option 2) can work, but require careful planning and maintenance.
    • Salesperson Workflow Enforcement (Option 4) should be a last resort, as it's the least reliable.

      •  

    Important Considerations

    • User Training: Regardless of the chosen solution, thorough user training is critical. Salespeople and Customer Care teams must understand the new process.
    • Documentation: Document the chosen solution clearly for future reference.
    • Testing: Test the solution rigorously in a non-production environment.
    • Scalability: Consider how the solution will scale as your business grows.

      •  

    By carefully considering your needs and the pros/cons of each approach, you can effectively address this Purchase Order workflow challenge in Dynamics 365.

     
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.
     
    My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.
     
    Regards,
    Daivat Vartak
  • Vahid Ghafarpour Profile Picture
    Vahid Ghafarpour 12,090 Super User 2025 Season 2 on at
    If any of the responses helped resolve your issue, please take a moment to mark the best answer. This helps others in the community quickly find solutions to similar problems.

    To do this, simply click the "Does this answer your question?" button on the most helpful response and like the helpful posts. If your issue is still unresolved, feel free to provide more details so the community can assist further!

    Thanks for being an active part of the Dynamics 365 Community! 😊

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