For many companies, e-mail is the primary means of communication with customers or partners. A well-functioning interface between the e-mail client and customer relationship management makes it easier to manage customers and partners. With the Microsoft Dynamics 365 App for Outlook it is possible to link emails and Outlook appointments with existing Dynamics 365 records or to create new records and to link them with one click with an e-mail. This blog entry will briefly explain how a case can be created from an Outlook e-mail.

Dynamics 365 App for Outlook

 

Convert an e-mail to a Dynamics 365 case

The process is quickly explained: A new e-mail contains important information on a topic relevant to the company. The user wants to create a new case in Dynamics 365 as quickly as possible without leaving the Outlook client. The process requirements to the Outlook client are to track the e-mail, create a case, edit some fields, and save the case. This is a specific scenario of the "tracking function" of the Dynamics 365 application for Outlook.

Case entity to the list of entities that can be used to create records from Outlook

In some cases, the "Case" entity is missing from the Outlook dropdown menu. Normally, it is because the user does not have the rights to create or edit new cases. If the case entity still does not appear in the drop down menu after granting the authorization, the following points should be considered:

  • Is the case entity available for Quick Search?
  • Is the case entity enabled for tracking in Outlook?
  • Is the case entity available for quick or mobile viewing?

 

To make the entity available for the quick search

1. Go to Settings -> Administrative Tools and then System Preferences.

Dynamics 365 App for Outlook

 

2. Stay on the "General" tab and scroll down to "Search Setup". Click Select.

Dynamics 365 App for Outlook

 

3. Select the case entity and click Add. Confirm with "OK".

Dynamics 365 App for Outlook

 

To make the tracking tracking available in Outlook

1. Go to Settings -> Adjustments -> System Customize.

Dynamics 365 App for Outlook

 

2. Under the entities, select the case entity. Ensure that activities are selected under "Communication & Collaboration".

Dynamics 365 App for Outlook

 

Note: Usually, the case entity is available for activities. If this option is not selected, the SDK can only be changed later.

Enable the Entity for quickness and mobile view

1. In the same view as in the previous step, you must ensure that the entity is available for the quick set-up.

Dynamics 365 App for Outlook

 

2. Scroll down and select the mobile view under "Outlook & Mobile". The "read only" hook should not be set.

Dynamics 365 App for Outlook

 

Afterwards, all changes should be published to the system. You can then easily create cases from an Outlook e-mail.

Dynamics 365 App for Outlook

 

Creating a Case out of an Outlook e-mail

  1. Klicken Sie auf „Verfolgen“
  2. Klicken Sie auf „Neu“
  3. Wählen Sie die Case Entität aus dem Drop Down Menu aus
  4. Bearbeiten oder fügen Sie neue Felder hinzu
  5. Klicken Sie auf „Speichern“

Dynamics 365 App for Outlook

Dynamics 365 App for Outlook

 

Converting an email to a case is a quick and easy way to make important information available directly in Dynamics 365. Note that records can be created with any other entity from Outlook. The steps, as described in the tutorial, are the same. You only have to perform the steps and settings for a different entity.