Email to Case - Microsoft Dynamics 365 CRM Service Automation

Microsoft Dynamics 365 CRM Service Automation - Email to Case
Email to Case Automation involves converting inbound emails received from 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:
  1. Email is received in support mailbox. The Service agent retrieves the mail and adds it to CRM either by manually creating a new case and linking it to this email or converting to a case using "Convert To" option available in Outlook.
  2. The agent then searches the customer database in CRM (accounts and contacts) to see if senders email address matches with either of email fields. Please note that in total there are three email address fields in the account and three in contacts. If a match is found then the new case is linked to the customer.
  3. An agent then sets case origin, enters case title & description and then adds the new case to the support queue. Further, a new case notification can be sent to the customer with the case id.
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:
  • Increased Agent productivity
  • Increase ROI by reducing number of clicks per response
  • Customers receive better service
  • Improved and consistent support process
This functionality can be built by a CRM administrator using CRM workflows. However, there are various limitations in this out-of-the-box approach. Some of them are as below:
  • Workflows cannot directly search the customer database to find out if the email sender is actually a customer.
  • Spam and auto-response emails would result in a lot of junk cases being created in the system. Also if an auto-response has been added then there is a possibility of going into an infinite loop of case creation and email notification.
  • An email received regarding an existing case with the slightly modified subject line will result in an incorrect creation of new case. The desired functionality would have been to link this email to the existing open case.

Comments

Post a Comment

Popular posts from this blog

Email to Case – Limitations and Comparison with Work 365 Solution

Image
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
Read more

Auto Case Creation from Incoming Emails For Dynamics 365 (Customer Service)

Image
Email to Case  Automation add-on helps your company efficiently manage the support process by  automatically creating cases from emails  and auto-populating case fields from the email body. The standard functionality that can be achieved via workflows is very basic and has lots of limitations. E2CA not only fills these gaps but also takes the case creation automation to the next level. Features Supports multiple queues Automatic linking to Contact or Account Email spam protection Email loop protection Email domain address exclusion Supports HTML email Automatic Case Owner assignment – Multiple options Copy attachments to Case 100% Native – works from within CRM Email notifications for external and internal users Multiple Email Templates with additional functionality to add direct links to CRM record Fully configurable Can be customized based on individual requirements Process Flow: Support Queue:   Email to Case  Automation can monitor multiple mailboxes  c
Read more