Create Case from Email Box - CRM 2011

GulfIT
GulfIT used Ask the Experts™
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Hi,

Can someone share me the step by step procedure to get CRM 2011 create a case automatically once the email is received.

Thanks
GF
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Feridun KadirPrincipal Consultant

Commented:
Are you thinking of emails that are sent to a generic address such as support@company.com?

Author

Commented:
Yes. It should read from a exchange mailbox and create a case.
Feridun KadirPrincipal Consultant

Commented:
OK, then the high level steps are:

- Create a queue record in CRM, add the email address of the Exchange mailbox and for Convert Incoming email, select All Messages
- Configure the Email Router to process emails for the Exchange Mailbox
- In CRM, create a workflow that automatically triggers from an email, in the workflow add a check condition that tests whether the email is sent to the queue, if it isn't end the workflow
- Otherwise, create a case, set fields in the case as appropriate

The problem you'll find is that a case will be created for every incoming email to the queue even if it is a reply to an existing case. And your workflow will need to populate fields in the case such as Title and Customer.

Later versions of CRM have email to case creation built into the product.
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Author

Commented:
How do I configure the email router to read email from exchange?
Feridun KadirPrincipal Consultant

Commented:
That can be quite involved. Firstly, are you using the Email Router already?

If not, then you need to install the Email Router on a computer (can be a server or desktop) but it should be a machine that is running the whole time.

If you have the Email Router already, have you configured it for any other users or queues?

Author

Commented:
E-Mail router is configured already. And there is another queue thats responding to CRM reference numbers for emails generated from CRM it self.

The difference in this case would be that i have to read new messages in this queue rather than the responses with CRM Ref numbers.
Principal Consultant
Commented:
Sorry for the delay. You might find this article useful, https://technet.microsoft.com/en-us/library/dn768372.aspx.

On the Incoming Profile, the credentials you specify for the Exchange server must allow access to the queue's mailbox. If they don't you'll need to set up another incoming profile with credentials that do provide access or give access to the queue mailbox for the credentials specified on the incoming profile tab.

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Commented:
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