E-Mail to Case Automation
Email to Case Automation involves converting inbound emails received at your companies support or sales mailbox directly into a support ticket or case in CRM.
Now, the first question that comes to mind is why we need to automate the conversion of email to case?
The traditional approach in CRM would be:
This would easily involve 10-15 clicks per new case that is being created. Automating this process will result in an instant ROI.
Following are some of the benefits:
This functionality can be built by a CRM administrator using CRM workflows.
However, there are various limitations to this out-of-the-box approach. Some of them are as below:
Email to Case Automation solution not only overcomes these limitations but also takes the case creation automation to the next level.
Below is the process flow:
Support Queue: Email to Case Automation can monitor multiple mailboxes creating tickets or cases in CRM automatically whenever emails are received.
Exclusion \ Inclusion Configurator: Unwanted case creation can be avoided by excluding emails received from a specific domain and email addresses. Further email loop protection settings will also allow the exclusion of auto-responded emails. (There is also a provision to override the exclusion criteria for certain user-scenarios)
Case Creator: Case record is created with case-fields automatically populated from email as well as fields that have been configured with default values. Some of the fields that could be auto-populated are case title, description, origin, subject, etc.
Case Linker: 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 is regarding an existing case then the search algorithm can also search for case ID in the subject line (all of this is configurable).
Auto-Response Management: 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).
Features of Email to Case Automation:
CRM Dynamics is a great platform to build CRM solutions for small business to an enterprise organization.
However, to enhance the platform, add-ons from different partners provide a great way to improve the user experience and improve productivity.
Check out the various add-ons that you can purchase from our online store: