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Adding Undeliverable emails to the Timeline

  • 1.  Adding Undeliverable emails to the Timeline

    GOLD CONTRIBUTOR
    Posted Jan 06, 2020 02:40 PM
    For any of you that create Cases from inbound emails, do you have situations where the inbound email is from let's say an internal fax machine (email: rfax@mail.srsmith.com), where there is no real Contacts email associated to it.  When the Case Acknowledgement goes out, we know it is going to fail 100% of the time because we haven't had the time to change the Contact.  We would like to not have the Case Acknowledgement sent when we know the internal email that the fax came from.  Would this be the correct way to write this process?





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    Tina Silver
    Sr BSA, CSM®
    SR Smith, LLC
    Canby OR
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    Academy - Online Interactive Learning from Experts


  • 2.  RE: Adding Undeliverable emails to the Timeline

    SILVER CONTRIBUTOR
    Posted Jan 14, 2020 08:09 AM

    @Tina Silver

    I have a very similar process I have written in Power Automate which performs this exact check you have written. It evaluates if the contact of the case is our internal service email and if it is the process terminates, else, and email is sent to the customer acknowledging their case having been created. ​



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    Erik Seitz
    RJ Corman Railroad Group, LLC
    Nicholasville KY
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    Academy - Online Interactive Learning from Experts


  • 3.  RE: Adding Undeliverable emails to the Timeline

    GOLD CONTRIBUTOR
    Posted Jan 14, 2020 11:00 AM
    Hi Erik, do you by chance have that working with the Case Acknowledgement Email process or does it run before that process?

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

    Academy - Online Interactive Learning from Experts


  • 4.  RE: Adding Undeliverable emails to the Timeline

    SILVER CONTRIBUTOR
    Posted Jan 14, 2020 11:26 AM
    @Tina Silver

    I do have this implemented in Power Automate. I have included screenshots that outline my process to clarify my example.



    When Help Desk is the customer the Power Automate Process finishes as below.

    When the customer is not Help Desk


    The trigger of this process is when the case is created so you can add case related content to the email as well. I quickly created this as an example using my production implementation as a reference.





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

    Academy - Online Interactive Learning from Experts


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