Dynamics Community Forum Thread Details

Adding CC in email notifications when new case is created

Hello

im having two issue or queriy for my D365 CS solution.

Issue 1 :

while a customer create case in our D365 customer service support solution, this email will be converted with the help of a workflow. then thanks to a process this a created case notification will sent to the contact that opened the case, basically the sender email. but when a contact open a case from email, and adding someone else in the CC field, they will not got the update that the case created or resolved.

i would like to add the cc fields in my process/workflows.

i cant find in this process properties the correct dynamics values, please find the following screenshot.

Issue 2 :

Adding CC fields in the portal field while creating case from the web, then included these in all email conversations automatically.

in the two issues these CC may be not contacts in the dynamics environment. and they don't exist in the account. they will be used only for one single case for example.

if you have any suggestion or help for the both issues kindly let me know.

Best Regards.

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