Email to Case – Limitations and Comparison with Work 365 Solution
Microsoft Dynamics CRM Online and On-Premise have the feature that includes automatic case creation , managing entitlements (how much service to provide to customers), managing SLA's (First response time, resolution time), dynamic routing, case merging, case hierarchy, etc. A big part of the functionality is the automation of emails to case. For business benefits, considerations and options for implementing email to case automation you can refer my earlier blog: Microsoft Dynamics CRM Spring ‘14: Email to Case - business benefits, considerations and option for CRM 2011 customers . In this blog I am going to compare and contrast some of the out-of-box Email to Case features with the Work 365 Email to Case solution: 1. Handling emails received from unknown senders In Microsoft email to case, emails received from unknown senders could either be ignored from case creation or automatically the new contact would be created in CRM and linked to this newly created case. H