Currently, you can use the Dynamics for Outlook add in to create a case while looking at an email or to track an email to an already created case. If you want to create a new case (or convert an email to a case) from the add in you can simply open it and do so but the information such as Customer and contact are not intelligently gathered from the email and it can be confirmed that the particular email address has contact and customer info within our Dynamics system. This seems small and straightforward as we currently have setup our support email doing this exact thing. Receive an email > convert it into a case with customer account info and contact info already filled in within the case.

Category: Platform
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.