When I create a new case from an email, I typically do one of the following: Also, as in any other regarding record, you can click on the case title in the regarding card to open the case in Dynamics 365 at any time.
The quick create form contains a limited number of fields, so this gives you the option to add more information to the case. Adding more details to the caseīefore saving, you can choose to open the case in Dynamics 365 in a new browser window after saving it. From here, all you have to do is to click Save and the case is immediately created in Dynamics 365 with the email linked to it. The app fills in the Customer field with the recipient’s account name and the Case Title field with the email subject, and assigns you as the owner of the case. To make the process even faster, if the email sender already exists in Dynamics 365, some of the fields are pre-populated for you. Edit or add the fields in the quick create form.When you decide that an email needs to be linked to a new case in Dynamics 365, you can do so using the following steps: “Converting an email to a case” is therefore a specific scenario of “track and create new” in Dynamics 365 App for Outlook. If we translate the business need to Dynamics 365 App for Outlook actions, the user needs to track the email, create a new case, perhaps edit some fields, and save. The user wants to create a new case in Dynamics 365 as quickly as possible, without leaving Outlook.
What “convert email to a case” really meansįor most users, the goal is straightforward: A new email contains information regarding a new issue that needs to be tracked in Dynamics 365. In this blog post, I’ll describe how users can easily create a new case from an email, and link the email to this case. Using the app, you can link emails and appointments to existing Dynamics 365 records or create new records and link them to an email with one click. Microsoft Dynamics 365 App for Outlook leverages the power of Dynamics 365 while you’re using Outlook on the desktop, web, or phone.