30

Email to Case Process Needs to Run when the Queue is BCC'd

Currently, when a Queue email address is BCC'd Server Side Sync creates the message in CRM but the Email To Case Process fails to run. The Email To Case Process must run on emails where the Queue email address is in the BCC. This can be done by correcting the Email To Case Process or having SS...

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5 Comments

Read more... 5 Comments

Category: Automatic Record Creation (14)

STATUS DETAILS
Completed
Ideas Administrator

Thanks for your feedback. The feature to create multiple cases from an email sent to multiple mailboxes (irrespective of To, cc, Bcc) and associating the email to all mailboxes is currently released in private preview. If you wish to participate in the private preview program, please reach out to Microsoft by sending an email to arc-multiplecases@microsoft.com to get this enabled for your organization. 

Regards,
Product Manager,
Microsoft

18

Ability to keep QueueItem activated after the auto case creation rules have run and not created a case.

We are using the Queue Management functionality of Dynamics 365 (v9.1 - April) and we have Auto Case Creation rules in place of happy path scenarios. When an unhappy path scenario happens the QueueItem gets deactivated, hiding the Case from the Queue and ultimately having a customer impact for n...

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3 Comments

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Category: Automatic Record Creation (14)

STATUS DETAILS
Under Review
Ideas Administrator

Thank you for your feedback.

We are reviewing this currently. Please keep voting for us to consider it.

Sincerely,

PM, Microsoft.

15

Emails from queue items that do not meet the filter criteria in ARC are marked inactive

ALL queue items, regardless if the condition in the ARC applies or not, are ALWAYS deactivated. According to Microsoft documentation this is a standard behaviour: "When an automatic record creation ARC rule is applied to an Email queue item, it gets deactivated".


Then...

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3 Comments

Read more... 3 Comments

Category: Automatic Record Creation (14)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thanks for your valuable feedback. This idea is under review. 

Regards,
Product Manager, Microsoft

8

Automatic Record Creation - Prefil Contact and Account

As it stands at the moment, using an automatic record creation rule to create cases from an incoming mail queue will not prefil in the system and placed into one of the emailaddress(1/2/3) fields on the account for both the Customer and Contact field on a created record if the sending ema...

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1 Comments

Read more... 1 Comments

Category: Automatic Record Creation (14)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for your feedback.

Currently this is not in our roadmap; however, we are tracking it and if we get more feedback and votes, we may consider it in the future.

Sincerely,
PM, Microsoft.

7

Creation email for every queue

When someone sends one email with more than one recipient and those email addresses are assigned to different queues in CRM then create different email records in every queue so that every team can work individually on their own mail/record.

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0 Comments

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Category: Automatic Record Creation (14)

STATUS DETAILS
Under Review
Ideas Administrator

Thanks for your feedback. Can you please let us know if you use Automatic record creation rules to create cases from the incoming email sent to multiple queue-enabled mailboxes?

Regards,
PM,
Microsoft

6

Associate email item on multiple cases

Currently email item is only associated on one case. However it's not unusual that email item might have several queues as recipient. In this case my customer would like to have a feature where original email item is attached on all queue cases where ARC -rule is active. For example: Email it...

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2 Comments

Read more... 2 Comments

Category: Automatic Record Creation (14)

STATUS DETAILS
Completed
Ideas Administrator

Thanks for your feedback. The feature to create multiple cases from an email sent to multiple mailboxes and associating the email to all mailboxes is currently released in private preview. If you wish to participate in the private preview program, please reach out to Microsoft by sending an email to arc-multiplecases@microsoft.com to get this enabled for your organization. 

Regards,
Product Manager,
Microsoft

6

Transform html into text

Emails received through the channel configured to create an instance through the Auto-Creation Rules feature are coming with HTML-formatted text containing Tags and making it difficult to read the user's need. The suggestion is that the CRM itself converts this HTML to text, thus ending with a r...

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2 Comments

Read more... 2 Comments

Category: Automatic Record Creation (14)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for your feedback.

Currently this is not in our roadmap; however, we are tracking it and if we get more feedback and votes, we may consider it in the future.

Sincerely,
PM, Microsoft.

3

Update conversation index functionality

A client sent an email to Team 1 in CRM on 16th April. This created a Case for Team 1. On 22nd April, the same client opened this sent email (in his Outlook), changed To field by removing Team 1 and adding Team 2 and sent it to CRM. This email was received into the same Case. This second email in...

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0 Comments

Read more... 0 Comments

Category: Automatic Record Creation (14)

STATUS DETAILS
Completed
Ideas Administrator

Thanks for your feedback. The feature to create multiple cases from an email sent to multiple mailboxes (irrespective of To, cc, Bcc) and associating the email to all mailboxes is currently released in private preview. If customer removes a mailbox from the sent email, you can choose to not associate the reply email to the case associated with that mailbox. Additionally, if a new mailbox is added, a new case gets created for that mailbox.  If you wish to participate in the private preview program, please reach out to Microsoft by sending an email to arc-multiplecases@microsoft.com to get this enabled for your organization. 

Regards,
Product Manager,
Microsoft

2

Create a new case when new queue item is attached as email recipient after creation of the original case.

Hello, Sometimes a new queue item is attached on the email chain as recipient after the initial case creation/email. At the moment product feature is that it will not create a new case and it will just be linked on the current email chain on a case. This is problematic for the customer since th...

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0 Comments

Read more... 0 Comments

Category: Automatic Record Creation (14)

STATUS DETAILS
Completed
Ideas Administrator

Thanks for your feedback. The feature to create multiple cases from an email sent to multiple mailboxes (irrespective of To, cc, Bcc) and associating the email to all mailboxes is currently released in private preview. If a new mailbox is added, a new case gets created for that mailbox.  If you wish to participate in the private preview program, please reach out to Microsoft by sending an email to arc-multiplecases@microsoft.com to get this enabled for your organization. 

Regards,
Product Manager,
Microsoft

2

Support for Case Management - Email forwarding not working for shared mailbox in case creation

Hi, We came across the situation where we have requirements to create cases automatically when an email receive on shared mailbox from customers. So that client setup email forwarding on their email address to forward emails to the support mailbox. Then we found that it is not creating cases in...

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0 Comments

Read more... 0 Comments

Category: Automatic Record Creation (14)

STATUS DETAILS
Completed
Ideas Administrator

Thanks for your feedback. The feature to create multiple cases from an email sent to multiple mailboxes (irrespective of To, cc, Bcc) and associating the email to all mailboxes is currently released in private preview. If you wish to participate in the private preview program, please reach out to Microsoft by sending an email to arc-multiplecases@microsoft.com to get this enabled for your organization. 

Regards,
Product Manager,
Microsoft