Email to Case – Limitations and Comparison with Work 365 Solution
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...