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benowensFlag for United Kingdom of Great Britain and Northern Ireland asked on

How to create process workflow for incoming emails to create a case CRM 2011


I'm want to achieve two simple tasks.

- I want a new case under service to be created once an new email is received to a particular email address queue or user.
- I want an email to be sent to that user to state the email.

I have been creating and testing process workflows but I'm probably doing it all the wrong way.  Does anyone have a guide of doing this or some tips?
Microsoft DynamicsMicrosoft Applications

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Rikin Shah

8/22/2022 - Mon
Rikin Shah


You can create a workflow on email create and check if incoming mail is the correct one.
Create a case record that takes information from email through workflow and assign the attributes.
Send and email in the next step to the individual to state.

Remember: the case will not be converted from email... the email remain as is.

That sounds good and quite simple.  Is there a way the email response can include the case reference number that has been created in the workflow you're describe do you think?
Rikin Shah


You can have another workflow which fires itself when a new case is created.
You can get the case number from workflow and assign it to email to be send.
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William Peck

Thank you.  I think that call sounds good.  The problem I'm having actual steps to be used in the Process dialog.  Do I select create case, select a queue bin if email received then do this.  The reason I ask is I'm sure I've been through similar steps with no success.  I'm obviously missing something.  Sorry to be totally thick, but could you break down what your simple steps/conditions would be for the workflow?
Rikin Shah

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