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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Automatic case creatio...
Service | Customer Service, Contact Center, Fie...
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Automatic case creation on upcoming mails with assignment method and round robin set to queue

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Posted on by Kajal15 10

Hi folks I am looking for exact solution lease help me through this query I have raised below.

Based on the picture below please help me out, its a exact scenario with case management

  2. Create advance queues for 2 mailboxes
  3. It should be advanced queues with assignment set to Round Robin.
  4. Enable server-side integration for those. Approve mailboxes and check whether incoming & outgoing email is getting tracked within D365 or not.
  5. Configure a setting where if the sender is not identified, then it should not automatically create a contact in the system, but email should be tracked within the system.

Your inputs will add kudos to your profile, thank you.!task.png

I have the same question (0)
  • Community Member Profile Picture
    Community Member on at

    Hi Kajal15,

    You can refer the following link to route emails

    https://learn.microsoft.com/en-us/dynamics365/customer-service/configure-routing-for-email-records 

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