Create a case with the email body in the Case description field in Dynamics 365

~ Sarah Jelinek ~ 3 Comments

Background Automatic record creation in Dynamics 365 Customer Service has been available for many, many years. I remember setting it up in early versions of CRM as far back as CRM 4.0. It was a process that I had to create manually using a workflow that would run when an email was created in Dynamics … Continue reading Create a case with the email body in the Case description field in Dynamics 365

Quickly share all linked Knowledge Articles in an email

~ Sarah Jelinek ~ Leave a comment

Scenario Picture it...you are sitting at your desk assisting a customer through a support incident. You are entering details in the case and have searched your knowledge articles to find an answers to assist the customer. You have linked multiple articles to the case that you know will help the customer. Now you want to … Continue reading Quickly share all linked Knowledge Articles in an email