In our last video, we explored how to manage Plant Claim Requests to track internal costs efficiently. Now, let’s look at how customer emails can be seamlessly converted into cases within Dynamics 365, ensuring that every issue is documented and traceable from the start.
When a customer reports a problem—like a quality issue—via email, turning it into a case is quick and simple. With the Dynamics 365 App for Outlook, users can create a new case with just a few clicks. Select the customer, choose an issue type, and enter a brief description. Once saved, the email can be tracked directly to the case, ensuring full visibility for the entire team.
This approach keeps all related communication centralized within the CRM case timeline, making it easy to reference the original email, attachments, and any follow-up actions. By leveraging this process, the entire quality team can enhance their customer service efficiency, improve response times, and ensure no issue falls through the cracks.
In our next video, we’ll show how the system automatically notifies the right team member when it’s their turn to handle the case. Whether it’s a customer service rep, a quality control specialist, or a manager, our Custom Process Flow ensures every case moves smoothly through resolution. Stay tuned!
