20 Jan’16

Dynamics CRMConvert Email in Queue to Case (Interactive Service Hub in CRM 2016)

Introduction

This blog would help to understand how to create a case from an email in the queue in Interactive Service Hub, CRM 2016. Here the User need not need to create a case Manually for the issue reported in the Email coming in Queue.
 
Ever since using the Interactive Service Hub from the beginning there was a question whether an email can be converted to Case or not? If you open the email in the Service queue, there appears to be no option for converting it to case.

Finally, we have found a way wherein you can convert an email to case. Let’s have a look how to do so.
 

Description

Steps that we need to follow are shown below.

  1. Below snapshot shows all items (emails) in Support Queue.
  2. 1

     

  3. Open the email item.
  4. 2

     

  5. Click on Reply or Reply all.
  6. 3

     

  7. Once we click on Reply, Click on More-> Convert TO -> Case.
  8. 4

     

  9. Enter the Customer Name and Subject to create a new case.
  10. 5

     

  11. Finally the case is created. Enter the mandatory details and save it.
  12. 6

 

Conclusion

Finally, we can conclude that the conversion of an email to case in the Interactive Service Hub, CRM 2016 is possible.

 

Written by

Team Member

CloudFronts

Leave a Reply

Your email address will not be published. Required fields are marked *

Time limit is exhausted. Please reload the CAPTCHA.

Want to streamline your business processes?

  • This field is for validation purposes and should be left unchanged.

Recent Articles

  • Reading more then 10K records in D3FOE OData API

    11 July’ 2018

    Introduction: We all know Dynamics 365 Finance and Operations has limitation of 10K records to be fetched at a time usi...

    Read more
  • Paging in D365 Customer Engagement v9.0

    10 July’ 2018

    Introduction: The Xrm.retrieveMultipleRecords method is used to retrieve a collection of records in Dynamics 365 Custom...

    Read more
  • Set up Dynamics 365 connection in Microsoft Social Engagement

    10 July’ 2018

    Introduction: This blog explains how to Set up Dynamics 365 connection in Microsoft Social Engagement. Steps to be follo...

    Read more
  • Voice of the Customer failed to install

    10 July’ 2018

    Introduction: Many people face issues in installing Voice of Customer solution on v9 environment and trying repeatedly ...

    Read more
  • Scribe Insight AX as a Web Service Find Block issue

    10 July’ 2018

    Introduction: If we need to look up for any value from AX then we do it by using a Find Block in Scribe Insight Eg: Basi...

    Read more