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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.
STATUS DETAILS
Completed
Administrator on 4/29/2024 5:30:45 AM
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