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E-Mail to Case Automation in CRM 2011 RRS feed

  • Question

  • I have a need to complete the following in CRM 2011:

    - Email comes in to a generic e-mail account

    - CRM checks if From exists as a Contact or Account, if it doesn't it creates one

    - Case created for the contact/account that exists or has been created

    - Original e-mail is attached to the new case

    Any suggestions how I can achieve this as much out of the box as possible?

    Cheers

    Friday, July 4, 2014 2:58 PM

All replies

  • Hello,

    1. Email comes in to a generic e-mail account : Create a queue with your specific address mail to receive all the email in the same list
    2. CRM checks if From exists as a Contact or Account, if it doesn't it creates one : An email can be change in a case, lead or opportunity. If you create a case, you can attach it to a contact or an account.
    3. Case created for the contact/account that exists or has been created: What do you mean ?
    4. Original e-mail is attached to the new case : When an email is changing in a case, the original mail is automatically attached to the case.

    Regards,

    Ju_li3n


    Blog: crmandme.blogspot.com Twitter: https://twitter.com/Ju_li3n "Working hard for something we don't care is called STRESS. Working hard for something we love is called PASSION"

    Friday, July 11, 2014 2:23 PM