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We run an I.T. support company and automatically when an E-mail is received it is converted to a case Sometimes these E-mails are requests for new products and services. Is it therefore possible to convert a case in to an opportunity that I can then assign to a member of the sales team?
Thanks in advance for any help.
Hello,
There is oob functionality to convert an email to an opportunity or to a case but there is no OOB way to convert the case to opportunity. The easiest way from my perspective is to create an on-demand workflow that can generate an opportunity on top of the case.
Functionality aside, it is a matter of policy. In our CRM, no one anywhere in CRM can create an opportunity for Sales, even a Sales Manager cannot create an Opportunity for a Sales person, it is the responsibility of the individual Sales person to take ownership of an Opportunity by evaluating the Lead. We have provided functionality to allow Customer Service to create a Lead from a Case and then it is up to Sales to take it from there. In addition, a User with a Customer Service Enterprise License is not "allowed" to create Opportunities, they can create Leads per licensing. So, if Customer Service is going own Cases and create Opportunities, they will need the Customer Service Enterprise and Sales Enterprise Edition license.
Jim makes some good points around both licensing implications and process.
If you do still want to convert your Case to an Opportunity though, check out the new Power FX Command feature to save using workflow or JavaScript.
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