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CRM to Create automated case and query details from E-mails automatically.

Posted on 2013-01-11
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Last Modified: 2013-02-19
Hello Everyone,


I would like to know if there's anyway for cases to be automatically opened and details to be queried from a client's e-mail that's requesting a case to be open?

is there anything like a script or an add on within outlook that does this ?

Thanks
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Question by:Mohammed Hamada
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LVL 18

Expert Comment

by:xtermie
ID: 38767359
There is a component Outlook to CRM that probably can do that.
Also Microsoft has an add on for Outlook
https://www.microsoft.com/en-us/download/details.aspx?id=27821

On any other case you probably need to use workflows, if cases are recurring.
Detailed info here  http://phase2.com/blog/?p=1188
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LVL 29

Assisted Solution

by:Feridun Kadir
Feridun Kadir earned 500 total points
ID: 38767399
You can either use workflow or a third-party add-in to automatically create cases.

With a workflow, you need to write a workflow that creates a case when an e-mail is received in CRM. However, you need some logic to only create cases for appropriate e-mails. That might be something like only e-mails sent to a support@ address or e-mails that contain particular words in the subject.

Although the workflow method will work it is quite hard to match the incoming e-mail address to the appropriate customer on the case. You may find it quicker to go for a third-party add-on solution such as http://www.c360.com/EmailToCase.aspx.
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Accepted Solution

by:
Mohammed Hamada earned 0 total points
ID: 38774733
Hi Everyone,

I found this, i'll try it and will let you know. I have not much experince with CRM but i'll try apply this.

http://blogs.msdn.com/b/crm/archive/2008/02/19/e-mail-to-case-lead-using-crm-4-workflow.aspx

Thanks
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LVL 24

Author Closing Comment

by:Mohammed Hamada
ID: 38904678
I have followed the link that I posted carefully but still unable to get this to work, on another thread I have opened for this it seems that I need to customize two e-mail addresses one for receiving e-mails or requests for cases from clients and one to forward to our technical team.

I'll work on it and once i'm done i'll post a whole tutorial on how to do so.
thanks a lot for your help.
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