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...
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...
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
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...
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
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...
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
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...
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
A working mode, when emails should not be attached to resolved cases
Our users complained about incoming emails are attached to resolved cases, because users are not checking closed cases, they want that an answer on a closed case should always generate a new case, which will be visible for the users.
MS Support informed us that "When a new email in-reply...
Thanks for your feedback. If you want to always create a new case when an email is received on a resolved case, you could set Wait for a specific amount of time after the connected case has been resolved to Yes and don't select any time duration in the Select the amount of time box. Please refer - https://learn.microsoft.com/en-us/dynamics365/customer-service/automatically-create-update-records?tabs=customerserviceadmincenter.
Unify entitlement usage in email to case workflow
Hey Customer Service Team,
when en email is converted to a case the customer field is set to the emails sender, i.e. a contact. However, when using entitlements for cases the customer needs to be set to an account and the primary contact needs to be set to the emails sender to...
Thanks for your valuable feedback.
While converting an email to case using ARC, if the sender of the email is a contact with a parent account, the Customer field is set to the parent account, and the contact field is set to the sender of the email. Please refer the following documentation -
Automatically create or update records in Dynamics 365 Customer Service | Microsoft Learn
Create annotations on the instance created via automatic creation rule
I work with automatic instance creation rule and I receive an email for a certain e-mail address. However, when this email has attachments, we end up losing them when the occurrence is created. The suggestion is for Dynamics to resolve this and create annotations on the instance automatically, a...
Thank you for your feedback. When the incoming email gets converted to a case using Automatic record creation rules, the attachments in the incoming email show up on email activity in the case timeline. Also, Attachments control released as a part of April 23 wave shows a consolidated list of attachments on the case from various sources including emails. For more information, please refer - https://learn.microsoft.com/en-us/dynamics365/customer-service/add-attachment-control.
Regards,
PM, Microsoft.
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