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...
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...
Thanks for your valuable feedback. This idea is under review.
Regards,
Product Manager, Microsoft
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...
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.
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...
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.
Create a new case when email subject changes on prem
I would like the system automatically to create a new case when email subject changes. I found the MS official documentation, but it has been confirmed that Power Automate cannot be implemented in On-premises environment.
Current CRM Setup:
Version: D365 v9 On-Premises
Administrator
Thank you for your feedback.
We are reviewing this currently. Please keep voting for us to consider it.
Sincerely,
PM,
Microsoft.