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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Automatic Case Creatio...
Service | Customer Service, Contact Center, Fie...
Answered

Automatic Case Creation in D365 Onprem with O365 Email

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Posted on by Shakuntala Sarkar

Hi All

Need one help.A customer of mine has one of their business units using on-premise installation of D365 CRM 2013 (which they are now upgrading to D365 9.0 on premise). This is a 40 user instance. Here, since this BU is on O365, they need to connect CRM to O365 for email to case functionality. The complete use case is given below:

 

A customer sends email to abc@customer.com. This email lands into O365 email server from where it needs to be pushed to CRM which is on premise in a queue to create a case. Once service user attends a case, he/she sends an email back to customer directly from CRM which again is routed through O365 server.

 

In the above case does the customer needs to have IFD (internet facing deployment). ??

Need inputs on an urgent basis

Thanks and Regards

Shakuntala

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  • Suggested answer
    RajuB Profile Picture
    RajuB on at

    Hi,

    Greetings!

    If you are referring the CRM on premise with Office 365 Exchange online, which requires the IFD as one of the pre-requisite and Email configuration if you are chosing Server side sync then this supported with from version CRM 2016.

    please refer the below documentation for more details.

    https://docs.microsoft.com/en-us/previous-versions/dynamicscrm-2016/administering-dynamics-365/mt703269(v=crm.8)?redirectedfrom=MSDN

    Thank you!

  • Shakuntala Sarkar Profile Picture
    Shakuntala Sarkar on at

    Hey Thanks Raju! I think this answer my question and the link is helpful. 

    Wish you a very happy new year to you and your family!

    Regards

    Shakuntala

  • Suggested answer
    RajuB Profile Picture
    RajuB on at

    Thank you for confirming! 

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