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Setting up Email to Case functionality

 

Step 1: Creating Queue: Create a Queue in CRM and configure it with email alias of your support mailbox. This will ensure that all emails received on this mailbox are automatically converted to an email activity in CRM and collected in this Queue. Please refer Appendix – III: Creating and configuring a Queue for incoming emails.

Step 2: Creating EmailtoCase configuration record for this Queue:

1.   Browse to Settings > Extensions > E2CA and click New from the top ribbon:
In the New form specify the values (Refer to the table below)…Click Save

Field

Description

Remarks

Support Queue

Select the Queue which has been configured with the alias email id of mailbox whose emails need to be converted to Case

**Please note that inbound email needs to have the alias email present in the TO or CC field.

Multiple Queues can be configured for Email to Case functionality.

Owner

This would most likely be the administrator

 

Description

Multi-line text for user reference

 

Exclusion Criteria

Domain

Enter semicolon separated domains that need to be excluded. Eg. gmail.com; domain.com;yahoo.com

 

Email ID

Enter semicolon separated email ids. Eg. xyz@iotap.com;abcdef@gmail.com;test@hotmail.com

 

Subject

Enter semicolon separated keywords that need to be checked for subject line of incoming emails. Email-subject matching these keywords would not be converted to case. Eg Undeliverable;Delivery Failure;No Reply;Out Of Office;spam

This is to prevent creation of case for spam and auto-reply emails.

Email Loop Protection (Count: X)

If an email is received from same email id and having same subject line in comparison to any existing emails (X) which have been received in last (Y) minutes then new case will not be created. (Please note that this functionality may not work precisely by the count and time due to the async behavior of CRM background processes)

This is for prevention of infinite case creation when the recipient party also has an email to case set-up

Email Loop Protection (Minutes: Y)

Ignore emails older than X hours

If time-difference of Email Received and CRM time is greater than X hours then it will be excluded

Sometimes we need to restart the email router. If there are some cases that were deleted earlier but the corresponding emails in mailbox were not then restart of router will result in recreation of cases.

Ignore email received in CC

If checked then emails having support alias in CC list will be excluded.

 

Field

Description

Remarks

Case Creation **1

Case Title Prefix

Text. Eg. [Auto-Created]

New case created could be pre-fixed by this text.

Case Subject

Select default subject for the newly created case

 

Case Type

Select default case type for the newly created case

 

Case Origin

Select a default origin for the newly created case

 

Assign Queue

Please select a Queue in which the newly created case would be added

If left blank then the newly created case will not be added to any queue

Update Responsible Contact

E2CA tries matching email id of sender with Contact E-mail, E-mail Address 2, E-mail Address 3 and assigns this Contact to “Responsible Contact” field

This field is quite useful when we need to send a case resolution email to customer using a workflow.

Link New Cases to

Following options are available:

1. Contact – E2CA tries matching email id of sender with Contact E-mail, E-mail Address 2, E-mail Address 3

2. Account (Search Account)– E2CA tries matching email id of sender with Account E-mail, E-mail Address 2, E-mail Address 3

3. Account (Search Contact) – E2CA tries matching email id of sender with Contact but links with the Account (Primary Customer set for Contact)

4. Contact & Account

5. Account & Contact

 

 

 

Option 4 gives priority to Contact record when searching email id field and then if no match found proceeds searching with Account record.

No Customer Identified

Following options are available:

1. Do not create case

2. Link to Dummy Account

3. Link to Dummy Contact

 

Dummy Contact

Select a default Contact that the case could be linked to.

 

Dummy Account

Select a default Account that the case could be linked to.

 

 

Attachments

A. Copy to Case

B. Copy to Case & Remove from email

 

Attachment size < X KB

any attachment less than X KB will not be copied in to the case

Will be applicable only when Attachment option is selected as “Copy to Case” or “Copy to Case & Remove from Email”.

 

Attachment size > X KB

any attachment greater than X KB will not be copied in to the case

Field

Description

Remarks

Case Owner Assignment

Case Owner (Default)

User, Team, Team-Round Robin**2

Round Robin algorithm will not work in CRM Online.

Case Owning User (Default)

Please select a CRM User

 

Case Owning Team (Default)

Please select a CRM Team

 

Case Owner (Override)

(A) User – Account / Contact Owner**3

(B) User – Account / Contact Custom**4

 

Contact (Override)

To be selected if option (B) selected above

 

Account (Override)

 

Case Linking

Existing Case Check

Following options are available:

1. Do not check (Use CRM Smart Matching or Tracking Token)

2. Do not check – Create New Case always

3. Search for Case Number in all open cases (Case number needs to be present in email subject)

4. Search for Case Number in all open as well as closed cases (Case number needs to be present in email subject) *

 

For option 1 ensure that CRM Smart Matching is activated.

If Option 3 is selected then E2CA add-on uses its built-in algorithm to search the case number in email subject

 

For option 4, please enter hrs in re-open case closed field.

 

Re-open case closed: X hrs. (For option 4 only*) By default value is 0. 0 means case will always be re-opened… otherwise enter number of hrs. within which if email received regarding closed case then it will be re-opened. If time difference is more than X hrs then new case will be created)

Email Notification Templates

New Case Creation: External Email Template

Select the email template for sending external notification for new case creation

An automatic email could be sent to the email sender with new case number.

**5, **6

New Case Creation: Internal Email Template

Select the email template for sending internal notification for new case creation

**5, **6

An email is sent to the Case Owner by default…if “Internal Email Template” is selected.

 

New Communication regarding existing case: Internal Email Template

Select the email template for sending internal notification for new communication regarding existing case.

**5, **6

An email is sent to the Case Owner by default…if “Internal Email Template” is selected.

 

 

 

 

 

 

Field

Description

Remarks

External Email Notification – Sent to email sender (on new case creation)

CC Case Owner

Case Owner email will be added in CC section of email notification

If Case Owner is a team then no email id will be added to CC.

CC Other

Semicolon separated list of email id’s that needs to be added in CC section

 

Internal Email Notifications

Additional Recipients

To

 

These are the additional email recipients for internal email notification

CC

 

BCC

 

Notify Case Owner

 

 

Send New Case Internal Notifications

If Internal notification is needed for additional recipients then check this.

 

Send Existing Case Internal Notifications

If Internal notification is needed for additional recipients then check this.

 

Notify Excluded Case

To receive notifications for Emails that have been excluded because of an exclusion criteria

 

 

**1: Please note that during automated case creation: Email Subject is copied to Case Title field and Email Body is copied to Case Description field.

**2: Team – Round-Robin: The members of the team will be assigned the owner of newly created cases in a round-robin fashion. Please note that this algorithm does not work in CRM Online.

**3:  Case Owner – Assignment - User – Account / Contact Owner: The owner of the Contact or Account that was linked to this case will become the owner of the new Case. This will override the default CRM user or team that was selected.

**4:  Case Owner – Assignment - User – Account / Contact Custom: The CRM User selected in the field (eg. Preferred User) of Contact or Account will become the owner of the new case. This will override the default CRM user or team that was selected.

**5: The solution comes with 3 sample email templates:

·         IOTAP Sample – External Notification – New Case Creation

·         IOTAP Sample – Internal Notification – New Case Creation

·         IOTAP Sample – Internal Notification – New Communication regarding existing Case

**6: To add direct link to CRM email activity or case record in email template use keywords [EMAIL_URL] and [CASE_URL] respectively. Please note that these keywords will work only when added to an email template which is used for internal notifications.