I’m setting up automatic case creation from email in Dynamics 365–what is the expected outcome if someone sends an email to my queue that has an attachment that exceeds my attachment file size limits in Dynamics? A reader Not finding any official documentation about what the expected result should be, I set up a simple […]
Almost two years ago I wrote on the merits of using Teams vs Queues for managing Cases. While I stand behind what I wrote (Teams are simpler but Queues are more powerful) another element raised its head recently which is worthy of consideration if you are going down the path of setting up Case management. […]
This tip comes from my colleague Bruce Sithole who did the hard yards to find out the answer to this question. As it turns out, the behavior is a little unpredictable. Firstly, multiple queues can process the email and create a Case. The order of processing appears to be first polled, first served. Also, there […]
For today’s tip, Sarah “Dynamics 365 Diva” Jelinek answers the question “I have one person who handles customer issues for my company–should I still use cases?” I would tend to answer with “It depends.” But in all honesty, I would say yes. Even if one person handles the customer issues, I think there is a […]
Dynamics 365 customer service functionality includes case management, which is used for a wide variety of purposes. Many companies use Dynamics 365 for management of incidents (cases), which can be everything from a service issue, a customer complaint, or a request. Dynamics 365 cases have rich functionality, just a few examples: Hierarchical parent/child cases Queues […]
In this video, we look at an issue I ran into with not being able to create new cases, or edit existing cases with Customer Service Hub. We will explain the cause of the issue, and walk you through how to fix it. Give us your feedback, all of it: good, bad, and ugly, I’m […]
After a recent upgrade to CRM 2016, users started seeing errors when creating cases. After investigating the error log, it turned out to be missing permissions on Entitlements. This was a mystery, because the implementation did not use Entitlements, and the Entitlement grid was removed or hidden on the case form. What gives? While you […]
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