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Email to Lead - Email to Case Documentation RRS feed

  • Question

  •  

    I read through the 'What's New in CRM 4.0' and saw it noted email to lead and email to case are not functionaly possible.  However, I cannot find any documentation on how to achieve this.

     

    I'm assuming you setup CRM exchange router to route certain emails to a queue - then do you just create a workflow that upon something entering that queue to automatically create a case and or lead and attach the email as an acitvity? 

     

    Any guidance would be appreciated.

     

     

    Monday, January 28, 2008 7:33 PM

Answers

  •  

    What you need to do is create a workflow that responds to the Email Entity and define the workflow to run when Record is Created.

     

    The first step should be be to check the to address of the e-mail. So if it isn't addressed to the queue then end the workflow.

     

    Next step is to create the lead, use the set properties to open a dialog box where you specify what values the Lead field should contain. You can use dynamic values to populate the lead fields from fields in the e-mail.

     

    I'm not sure how you would pull the first and last name from the e-mail. You can get the from e-mail address easily enough.

     

    Anyway, I hope this helps you investigate further.

     

    Thursday, February 14, 2008 4:55 PM
    Moderator

All replies

  • Yes, you should create a workflow rule to achieve this and use queues.

     

    CRM 4.0 workflow now allows you to create new records (which was not possible without programming in CRM 3.0) in the definition of the workflow.

     

    So when new e-mail is created, use workflow to check the address it was sent to (i.e. the queue) and create the new lead or case as appropriate.

     

     

    Monday, January 28, 2008 10:05 PM
    Moderator
  • Have a look at this:

     

    http://blogs.msdn.com/crm/archive/2006/11/29/e-mail-to-case-for-free.aspx

     

    or perhaps this can help you:

     

    http://www.c360.com/EmailToCase.aspx

     

     

    I used the free Email to Case on a CRM 3.0 installation and it works fine. Made a fem changes but still a very solution on how to convert en e-mail to a case.

    Monday, February 11, 2008 10:01 AM
  •  Feridun Kadir (MCT) wrote:

    Yes, you should create a workflow rule to achieve this and use queues.

     

    CRM 4.0 workflow now allows you to create new records (which was not possible without programming in CRM 3.0) in the definition of the workflow.

     

    So when new e-mail is created, use workflow to check the address it was sent to (i.e. the queue) and create the new lead or case as appropriate.

     

     

     

    Im encountering the same issue. How do you create a workflow to read the email from the queue? How do you strip out the relevant fields (first name, last name, etc.) from the email, and plug this into the corresponding  lead fields?

     

    Is this even possible?

    Wednesday, February 13, 2008 9:41 PM
  • Hi,

    Parsing the email body and getting the required data from it will require custom development.

     

    Wednesday, February 13, 2008 10:37 PM
    Moderator
  •  uMar Khan [MVP MSCRM] wrote:

    Hi,

    Parsing the email body and getting the required data from it will require custom development.

     



    This seems like a really basic feature to have in any crm. Salesforce, act, sugarcrm even goldmine has this.

    Anyway, do you know of a custom script i can download? I searched all over the place, and i found only ones for CRM 3.0 that you have to pay for.
    Wednesday, February 13, 2008 11:36 PM
  • Dear Jackkoz,

     

    here are some details you can find..

     

    http://blogs.msdn.com/crm/archive/2006/09/27/773825.aspx

     

    Yes MS CRM also have such functionality which you can achieve with some code and technical work around.

     

    Hopefull it will help.

     

    Best Regards,

    Imran

     

    http://microsoftcrm3.blogspot.com

     

     

    Thursday, February 14, 2008 5:21 AM
    Moderator
  •  

    What you need to do is create a workflow that responds to the Email Entity and define the workflow to run when Record is Created.

     

    The first step should be be to check the to address of the e-mail. So if it isn't addressed to the queue then end the workflow.

     

    Next step is to create the lead, use the set properties to open a dialog box where you specify what values the Lead field should contain. You can use dynamic values to populate the lead fields from fields in the e-mail.

     

    I'm not sure how you would pull the first and last name from the e-mail. You can get the from e-mail address easily enough.

     

    Anyway, I hope this helps you investigate further.

     

    Thursday, February 14, 2008 4:55 PM
    Moderator
  • I wrote a blog recently on this topic -- please see http://blogs.msdn.com/crm/archive/2008/02/19/e-mail-to-case-lead-using-crm-4-workflow.aspx for more detials.

    Wednesday, February 27, 2008 7:04 AM
  • Here's another one that might help you:

     

    http://www.codeplex.com/crmqueuemanager

     

    Wednesday, February 27, 2008 3:26 PM