Tag: Cases
Dynamics 365 Customer Service: Setup Mailbox for Automatic Case Creation
In this article I am going to explain how we can setup a mailbox in exchange and tie that to a support mailbox in Dynamics 365. When people send an email to this mailbox, a case will automatically be created by the system. We can then use a workflow to assign this new case to a queue or team as described in this previously published article. Please note for thisRead More
Dynamics 365 Customer Service: Automatic Case Assignment
In this article I am going to explain how we can use workflows to assign cases to a team in Dynamics 365 based on the issue type(category and subcategory). Once the case is assigned to a team, managers or customer service reps can then pick cases they want to work on by assigning cases to others or themselves. The team membership will determine which team Customer Service Reps can pickRead More
