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Ability to create a case if email was forward from a tracked conversation

Rodolfo Ferreira on 4/15/2024 3:29:43 PM

Hi all,


we've come across a situation where the team uses d365 for outlook add-in to set the regarding to an entity. If that email conversation is then forwarded to a queue to create a case, it doesn't get created because it's already associated with another entity, the ARC rule flow doesn't get triggered as it gets skipped.


Thanks,

Rodolfo

Category: Automatic Record Creation
STATUS DETAILS
Completed
Ideas Administrator

Administrator on 4/29/2024 5:39:21 AM

Thanks for your feedback. We recently enabled the ability to associate an email to multiple entity records. Please refer - https://learn.microsoft.com/en-us/power-apps/maker/data-platform/types-of-entities#enable-users-to-associate-activities-to-multiple-records-preview. Also, we released the feature 'Create multiple cases from email sent to multiple mailboxes' in April 24 which allows customers to create multiple cases from email - one for each queue enabled mailbox. Please refer - https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/arc-multiple-cases. 

In your scenario, once the above features are turned on, and email is forwarded to a new mailbox,  new case will get created. 

Regards, 
Product Manager, Microsoft.