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Learn how to setup a mailbox for automatic case creation in the unified interface

  • 1.  Learn how to setup a mailbox for automatic case creation in the unified interface

    Posted 14 days ago

    In the past I've written an article on setup a mailbox in exchange and tie that to a support mailbox in Dynamics365 CustomerService. We were able to use the automatic record creation and update rules (ACR) in the legacy interface to configure the logic to create a case record for the email that came in. Most of you might know that the Automatic Record Creation rules moved to the Unified Interface in 2020 Release Wave 1, so in this article I show how you can set this up in the Unified Interface. Setup Mailbox for Automatic Case Creation in Unified Interface
    #PowerPlatform #MSDyn365 #MSDyn365Community #D365CE #D365 #CustomerService



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    Dian Taylor
    TMC Business Applications Director
    RSM
    boca raton FL
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    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 2.  RE: Learn how to setup a mailbox for automatic case creation in the unified interface

    Posted 13 days ago
    Thank you for this article. It really helped me in understanding the setup process. Do you have any experiences what will happen if you connect an already existing mailbox with let's say hundreds of mails in different states (read/unread)? Will the process start only with any new received mail or will it go through the already existing ones and create cases for them?

    Best regards,

    Jörn

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    Jörn Mohr
    Drägerwerk AG & Co. KGaA
    Lübeck
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    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 3.  RE: Learn how to setup a mailbox for automatic case creation in the unified interface

    Posted 13 days ago
    Hi Jörn,

    I'm glad you enjoyed the article. I haven't tried this, but I don't think anything would happen with the existing emails. 


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    Dian Taylor
    TMC Business Applications Director
    RSM
    boca raton FL
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 4.  RE: Learn how to setup a mailbox for automatic case creation in the unified interface

    Posted 13 days ago
    We have tried this scenario of connecting an already existing mailbox with hundreds of mails in different states (read/unread).

    Here is what happens. There is a field called 'Process Email After' at the Server Side Sync setting level. However, this field also exists on every mailbox, though OOB does not appear on the mailbox form. Per advice from Microsoft, we added the 'Process Email After' field on the Mailbox form. You can set this field to the date from which you want the emails to be picked up. Then 'Approve' and 'Test and Enable' mailbox. For example, if the 'Process Email From' field for the mailbox is set to '01-July-2020', the all unread emails from that date will be synced into CRM. Only 'Unread' emails from the 'Inbox' folder of the mailbox will be brought into CRM. Hope this helps.


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    Anitha Vivekanandan
    Kavo Kerr Group
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    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 5.  RE: Learn how to setup a mailbox for automatic case creation in the unified interface

    Posted 13 days ago
    Thank you Anitha, this information is really helpful. I'll set up some tests before I try it on real inboxes. I'll update this thread with my experiences afterwards. BR, Jörn

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    Jörn Mohr
    Drägerwerk AG & Co. KGaA
    Lübeck
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


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