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...
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...
Thank you for your feedback.
We are reviewing this currently. Please keep voting for us to consider it.
Sincerely,
PM,
Microsoft.
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.
Trucate table button
Customers often face business requirements involving large-scale data migration and batch deletion, especially when dealing with substantial datasets (e.g., 10 to 20 million records). Configuring SSIS (SQL Server Integration Services) for such purging tasks can be complex and time-consuming. T...
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
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.
Thanks for your feedback. Now, you can create multiple cases when email is sent to multiple queue enabled mailboxes. One case gets created for each mailbox to which the email is sent. For more information, please refer - https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/arc-multiple-cases.
Regards,
PM, Microsoft
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
Emails initiated from a CRM should automatically be records within the CRM
I'm submitting an idea on behalf of my customer for Dynamics365 Contact Centre (the solution is not on the list so I choose Customer Service instead).
Within D365 Contact Centre, when looking up a contact and when clicking on the Email symbol, a user expects that this will create an Emai...
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