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Spam/Junk email creating Cases

  • 1.  Spam/Junk email creating Cases

    GOLD CONTRIBUTOR
    Posted Jan 13, 2020 02:16 PM
    We are finding that about 7% of emails we receive into our Customer Service team are junk/spam.  Have any of you dealt with stopping those from creating cases?

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    Tina Silver
    Sr BSA, CSM®
    SR Smith, LLC
    Canby OR
    ------------------------------
    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 2.  RE: Spam/Junk email creating Cases

    SILVER CONTRIBUTOR
    Posted Jan 14, 2020 08:05 AM

    @Tina Silver

    I have implemented Power Automate to run our Case Creation for the Service module, however, what i did to prevent spam from creating cases was I added a conditional to the start of the process. That condition checks to see if the sending address of the email is from our domain (ending in "@domainname.com"). If that resolves to true, then the process continues and creates the case, otherwise, the process is terminated.

    I believe this process could also be implemented in the classic case creation rules system as well if your business requirement could be this strictive as to only people in your domain.



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    Erik Seitz
    RJ Corman Railroad Group, LLC
    Nicholasville KY
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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: Spam/Junk email creating Cases

    GOLD CONTRIBUTOR
    Posted Jan 14, 2020 10:30 AM
    In our case the emails are almost all from external emails. They are customers contacting us for a variety of reasons.  I can't put that condition in because then true customer emails won't get to us.

    Example:



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    Tina Silver
    Sr BSA, CSM®
    SR Smith, LLC
    Canby OR
    ------------------------------

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


  • 4.  RE: Spam/Junk email creating Cases

    SILVER CONTRIBUTOR
    Posted Jan 14, 2020 11:00 AM
    @Tina Silver

    In that case, I would say there are 2 ways of addressing this issue.

    1) Create a condition that checks the incoming sender address against active contacts of your CRM and if none is found, deny case creation. If a contact record is found then allow case creation.

    2) You can manage the tracking synchronization for the emails from your mailbox outside of CRM. If you have your emails set to folder level tracking (http://www.mohamedmostafa.co.uk/blog/2018/10/18/automatically-track-all-incoming-and-outgoing-email-messages-in-dynamics-365-without-opening-outlook-and-across-any-device-pure-exchange-and-dynamics-365-server-side-synchronisation/) you should be able to setup rules to mark spam as such and not be tracked into the CRM folder and be excluded from the case creation process.

    ------------------------------
    Erik Seitz
    RJ Corman Railroad Group, LLC
    Nicholasville KY
    ------------------------------

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


  • 5.  RE: Spam/Junk email creating Cases

    GOLD CONTRIBUTOR
    Posted Jan 14, 2020 11:06 AM
    We are only looking at emails that come into Shared email boxes.  None of our agents emails are being tracked in the CRM.  We created an email (customercare@srsmith.com) and any customer related emails that come in to a users personal email gets forwarded into that email and a case gets created.  We don't have access to the setup of those shared mailboxes so I'll need to work with our IT team to see if there is something they can do to prevent spam/junk mail better.

    ------------------------------
    Tina Silver
    Sr BSA, CSM®
    SR Smith, LLC
    Canby OR
    ------------------------------

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


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