Support Queue: Email To Case Automation add-on can monitor multiple mailboxes creating tickets or cases in CRM automatically whenever emails are received.
Exclusion Configurator: Add-on will allow unwanted cases from being created by excluding emails received from specific domain and email addresses. Further email loop protection settings will also allow exclusion of auto-responded emails. (There is also a provision to over-ride the exclusion criteria for certain user-scenarios.
Case Creator: Case record is created with case-fields automatically populated from email as well as fields that have been configured with default values. Some of the fields that could be auto-populated are: case title, description, origin, subject etc. If the email received is for an existing case then no new case is created, however the email will be linked to the case.
Case Linker: Case record is linked with either contacts or accounts based on the settings. If no match is found then the case could also be linked to a dummy account or dummy contact. If the email is regarding an existing case then the search algorithm can also search for case id in the email subject line.
Case Owner Assignment: There are multiple options available for Case Owner assignment:
· (a) Default User / Default Team: can select a default user or team that would be the owner of the new case.
· (b) Round Robin Case Assignment: Case would be assigned to the members of the team (sequence: alphabetically sorted by First Name). Please note that because of technical limitations, this algorithm will not work in CRM Online.
· (c) 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.
· (d) 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.
Auto-Response Management: Automatic email notifications(both internal and external) could be sent on case creation based on the email template selected. Further there is an additional functionality to add direct URL for case record in CRM (this would allow the case users to directly browse to case record in CRM).