Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
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

(0) ShareShare
ReportReport
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

  • Suggested answer
    RajuB Profile Picture
    RajuB on at
    RE: Automatic Case Creation in D365 Onprem with O365 Email

    Thank you for confirming! 

  • Shakuntala Sarkar Profile Picture
    Shakuntala Sarkar on at
    RE: Automatic Case Creation in D365 Onprem with O365 Email

    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
    RE: Automatic Case Creation in D365 Onprem with O365 Email

    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!

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

December Spotlight Star - Muhammad Affan

Congratulations to a top community star!

Top 10 leaders for November!

Congratulations to our November super stars!

Tips for Writing Effective Suggested Answers

Best practices for providing successful forum answers ✍️

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 291,280 Super User 2024 Season 2

#2
Martin Dráb Profile Picture

Martin Dráb 230,214 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans