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15I am finding conflicting information as well as seeing different results as part of my testing so I need clarification on some issues we have came across when using the Customer Service Auto Case Creation. Our organization would love for all emails that come into the Service Desk queue to have the "customer" be a CRM contact exclusively. When a contact does not have an account listed on their record this works perfectly. However, when they do, it puts the account in as the Customer and their name in as the Contact.
This makes it very difficult to set up the email templates to fill in information for the Contact. If I reference "customer" as the email recipient but the customer happens to be an account, my workflow triggers an error. If I set it as contact, but the contact is listed as the Customer, then there isn't a contact to send the email to and I receive another error.
I have been working some time on trying to determine how to get these fields to operate how they should without causing lots of extra work on our technicians to make sure all contact information is entered manually with each case. I would love to have all cases list the email sender as the customer, no matter if they have an account listed or not.
I found information via research stating that if we change the default auto case creation fields for customer or account it will not work properly, but those were dated 2015 and there was info saying it was slated to be updated in the following spring release. But there is no new information on if this has changed and the {null(Channel Properties)} can now be changed or not.
I also found a solution being offered by Work 365 called Email to Case Automation that will do this as well as other things we are looking to do like fill the email body information into the Description. I like to try not to use add ins and make solutions in-house so I would like to make sure the features for auto case creation field values for Customer and Contact cannot be populated as we wish to do natively before going to another solution.
Any help anyone can give would be greatly appreciated.
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