Email To Case Automation Overview with Various Features and Functionalities
We use Cases in Microsoft Dynamics 365 CRM to track issues or problems that need resolution. When a constituent sends an email to support mailbox (to an address you designate), Work 365 Email to Case Automation add-on automatically creates a Case in CRM and auto- po p ulates Case fields from email body. To understand the business benefits and the high - level process flow for Email to Case Automation, please refer my earlier blog " Microsoft Dynamics 365 CRM Service Automation - Email to Case ". While Email to Case is pretty awesome, there are few downsides that you may come across over a period of time. This blog provides an overview of various features and functionalities that have been added to overcome these gaps and pitfalls based on experience with our customers. The functionalit y has been broken down into following sections: Case Exclusion Settings ...