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CRM 4.0 - Associating Incoming email with a customer

Posted on 2009-04-04
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Last Modified: 2012-05-06
I am new to CRM and have installed 4.0 recently
I have the email router connecting to exchange
I have set up a queue to receive incoming helpdesk emails from customers
I have successfully setup a workflow to do the following:-
1.  Convert the incoming email to a case
2.  Update the incoming email with the "Regarding" field completed
3.  Send an initial email response to the sender with the Case Number

Subsequent responses from the sender quoting the case id are successfully associated with the case.

I have one significant problem. . .

I cannot associate the Case with the correct customer in the workflow.

I have setup a contact with the email address of the customer who is sending the email and I have associated that contact with a parent customer.  The email address is only specified once in the contact definition.

I am doing all this on a test system.  I am using my private email address as the customer and there is only one customer account setup and only one contact associated with it.  I have also setup a contact called "Unknown" with no parent customer and I am using that as the default.

The workflow has 4 steps:-
1.  Check that the email is for the support queue
2.  Create a case
3.  Update the original email (Regarding field)
4.  Send email response to customer

Step 2 has the problem
In the definition of the workflow step to create the case I have the following specified for the customer field --- {Regarding(E-mail); Unknown}  where "Unknown" is the default and is the name of a generic contact I have set up.  Unknown has no parent customer.

If I leave off the default then I get the error message that the parent customer cannot be found even though a conatct with a parent customer is setup with the email address of the person who sent in the email.

Any help would be appreciated.

Joe Kelly
Dublin
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Question by:joekelly
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Expert Comment

by:crm_info
ID: 24072136
Hmmm, this is an interesting problem.  I'd have to look at your setup to confirm this - but I think the problem lies in the fact that you are trying to set the Customer on the case to be the Regarding (Email) field.  When the email is put into CRM, it doesn't have a regarding field until you set it - in step #3 (and, even there, it is regarding the case - not the contact).
When you "push" the email into crm, I believe the "From" field will actually be linked to the contact that it came from.  So, I think (I've not done it this way before, so I can't be sure), you can set the Customer field in the case to equal From(Email) and it will link to the contact that it came from.  It may even be possible to have it set equal to something like (Parent Customer(From(Email)) to have it regarded directly to the parent customer.
Hope that helps a bit.
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Author Comment

by:joekelly
ID: 24075259

Thanks for this input.  The problem is that while I am in the customer field on the Create Case dialogue the only Email option available to me in the form assistant is Regarding.  When I move to another field e.g. Service Level the full list of email options is available.  I tried manually typing in {From(E-mail)}  but it highlights in red as an error saying that it is not available (it is treating a manually typed {} field as a customer code.
 
How do others get this right?
 
Joe
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Accepted Solution

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joekelly earned 0 total points
ID: 24076035
It looks like this is a common problem.
See http://blogs.msdn.com/crm/archive/2008/02/19/e-mail-to-case-lead-using-crm-4-workflow.aspx
The only solution seems to be a custom workflow activity to solve the problem
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