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Confusion between Accounts,Customers and Contacts RRS feed

  • Question

  • I have setup email to case rules but am very confused at the moment. 

    When we get an email from one of our customers, the "Customer" field gets updated with the account (company name) and the "Contact" field with the contact of the company who logged the call. When an unknown user sends us an email, the "Customer" field has the contact's email address in and the "Contact" field is blank.

    The big problem with this is that with the auto response it send mails to the email address of the account (the company's email and not the person who logged the call) for known contacts, so I disabled the autoresponder because I have a rule which also sends an email when a new case is created. This works fine if I specify the from field to {Contact(Case)} but then an unknown sender doesn't get the mail because the "Contact" field is blank.

    What is the correct way of setting this up?


    Friday, January 22, 2016 11:33 AM

All replies

  • I manged to get a workaround: I have setup an "If conditions" workflow which checks if the "Contact" field contains data or not and will send an email based on the condition. If the "Contact" field contains no data an email gets sent using the "Customer" field. If it does contain data, an email gets sent using the "Contact" field.

    I would still like to know how do I get the auto response to send using the "Contact" field and not the "Customer" field.

    Friday, January 22, 2016 12:17 PM
  • Hi,

    It sounds to me that the setup you call a workaround is the one you're looking for. Which autoresponse are you talking about btw?

    Regards


    Rickard Norström Developer CRM-Konsulterna
    http://www.crmkonsulterna.se
    Swedish Dynamics CRM Forum: http://www.crmforum.se
    My Blog: http://rickardnorstrom.blogspot.se

    Friday, January 22, 2016 3:05 PM
  • Hi Rickard,

    I am referring to the Email to Case auto response in our support queue.

    Friday, January 22, 2016 3:31 PM
  • I don't have a vanilla system to have a look at atm, but that auto response isn't OOB is it?

    Regards


    Rickard Norström Developer CRM-Konsulterna
    http://www.crmkonsulterna.se
    Swedish Dynamics CRM Forum: http://www.crmforum.se
    My Blog: http://rickardnorstrom.blogspot.se

    Monday, January 25, 2016 8:39 AM
  • Hi Richard,

    Yeah, I am not using it ATM and don't think I will need it going forward.

    Tuesday, January 26, 2016 7:18 AM