How Email To Case Automation Works?
Automatically Create a Case in CRM , respond to customers, assign the case and and auto-populate case fields from the email body itself using Email to Case Automation
Email to Case Automation takes the case creation automation to the next level.
Email To Case monitors multiple mailboxes and creates cases or tickets in Dynamics 365 automatically
Unwanted domains can be excluded specific domains or email addresses.
Email loop protection settings will also prevent auto-responder emails from creating emails. Exclusion criteria for certain user-scenario can be used to override behavior.
Case record is created with case-fields populated from emails as well as fields that have been configured with default values automatically.
Fields like case title, description, origin, subjects etc. can be auto-populated
Case record is linked with either contacts or accounts based on the settings. If no match is found then the case could also be linked to a Dummy account or Dummy contact.
If the email received is related to an existing case then the search algorithm can also search for case ID in the subject line (all of this is configurable)
Case Owner Assignment
There are multiple options available for Case Owner assignment:
- Default User / Default Team: can select a default user or team that would be the owner of the new case.
- Round Robin Case Assignment: Case would be assigned to the members of the team (sequence: alphabetically sorted by First Name). Please note that because of technical limitations, this algorithm will not work in CRM Online.
- User – Account / Contact Custom: The CRM user selected (in the field (eg. Preferred User) of Contact or Account will become the owner of the new case.
- User – Account / Contact Owner: The owner of the Contact or Account that was linked to this case will become the owner of the new Case.
Automatic email notifications (both internal and external) could be sent on case creation based on the email template selected.
Further, there is an additional functionality to add direct URL for case record in CRM (this would allow CRM users to directly browse to the case record in CRM).