How Dynamics CRM Report Scheduler Works for You (Even When You’re Not Working)

Work 365 announced the launch of a new add-on for Dynamics CRM called ‘ Email to Case Automation ’ that enables automatic generation of support cases in CRM from emails. Email to Case Automation add-on for Microsoft Dynamics CRM allows companies that provide email based support to automatically create cases in CRM and route them to the appropriate support representatives. Once you install Email to Case Automation, a case is created in CRM and linked to the relevant customer automatically. It provides auto-response features with new case and support details based on the email template configured. Email To Case Add-on improves productivity by saving manual efforts and also improves the service experience with quicker response time. With Email to Case Automation add-on, you can, Manage customer issues in an efficient and reliable manner Increase Agent productivity Increase ROI by reducing number of clicks per response Prevent Email spam in your case l...

Work365 Email to Case Automation  solution provides a very advanced level functionality for automated email to case creation as compared to the out-of-box that is available in CRM. For more details refer my earlier blog –  Email to Case – limitations and comparison with Work 365 solution . We have observed that customers occasionally send emails directly to the support in-charge (eg sballani@abc.com) rather than to the support queue (eg. support@abc.com) that has been set up. The simplest and the most obvious way I follow is to forward this email to the support queue (support@abc.com). However, the Customer for the ticket is set as me (rather than the original sender who had requested support). Also, the auto-response with the new case creation id comes in my email. Wouldn’t it be nice if CRM could simplify this process… such as if I forward this email to support, CRM will know to create the ticket from original sender and behave exactly in the same manner as it woul...

The spring '14 release brings in Enterprise Case Management functionality for Microsoft Dynamics CRM 2013 Online and On-Premise. The features include 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 ignore...

The Report Scheduler add-on for Microsoft Dynamics CRM  enables easy scheduling of CRM reports , thus eliminating the need for manual creation and delivery of critical CRM data. It is a vital tool for any enterprise looking to save administrative time, regardless of whether their CRM instance is on-premise or online. Given the ubiquitous need for reporting and data from Microsoft Dynamics CRM, functions from finance to sales to IT to senior management will see increased efficiency and productivity with the Report Scheduler tool.  The  Email to Case Automation  add-on takes Report Scheduler one step further, helping IT functions to streamline their case management systems. Email to Case Automation for Microsoft Dynamics CRM 2011/2013/2015 helps your company efficiently manage the support process by automatically creating cases from emails and auto-populating case fields from the email body.  Email to Case improves the efficiency of your int...