Tip #1193: When Case attachments exceed your limitations

Use carabiner to connect safety harness

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 […]

Tip #1121: What happens if an email is sent to multiple queues?

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 […]

Tip #1006: Case management vs. ticket management in Dynamics 365

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 […]