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Step 1: Creating Queue: Create a Queue in CRM and configure it with email alias of your support mailbox. This will ensure that all emails received on this mailbox are automatically converted to an email activity in CRM and collected in this Queue. Please refer Appendix – III: Creating and configuring a Queue for incoming emails.
Step 2: Creating EmailtoCase configuration record for this Queue:
1. Browse to Settings > Extensions > E2CA and click New from the top ribbon:
In the New form specify the values (Refer to the table below)…Click Save
Select the Queue which has been configured with the alias email id of mailbox whose emails need to be converted to Case
**Please note that inbound email needs to have the alias email present in the TO or CC field.
Multiple Queues can be configured for Email to Case functionality.
This would most likely be the administrator
Multi-line text for user reference
Enter semicolon separated domains that need to be excluded. Eg. gmail.com; domain.com;yahoo.com
Enter semicolon separated email ids. Eg. email@example.com;firstname.lastname@example.org;email@example.com
Enter semicolon separated keywords that need to be checked for subject line of incoming emails. Email-subject matching these keywords would not be converted to case. Eg Undeliverable;Delivery Failure;No Reply;Out Of Office;spam
This is to prevent creation of case for spam and auto-reply emails.
Email Loop Protection (Count: X)
If an email is received from same email id and having same subject line in comparison to any existing emails (X) which have been received in last (Y) minutes then new case will not be created. (Please note that this functionality may not work precisely by the count and time due to the async behavior of CRM background processes)
This is for prevention of infinite case creation when the recipient party also has an email to case set-up
Email Loop Protection (Minutes: Y)
Ignore emails older than X hours
If time-difference of Email Received and CRM time is greater than X hours then it will be excluded
Sometimes we need to restart the email router. If there are some cases that were deleted earlier but the corresponding emails in mailbox were not then restart of router will result in recreation of cases.
Ignore email received in CC
If checked then emails having support alias in CC list will be excluded.
Case Creation **1
Case Title Prefix
Text. Eg. [Auto-Created]
New case created could be pre-fixed by this text.
Select default subject for the newly created case
Select default case type for the newly created case
Select a default origin for the newly created case
Please select a Queue in which the newly created case would be added
If left blank then the newly created case will not be added to any queue
Update Responsible Contact
E2CA tries matching email id of sender with Contact E-mail, E-mail Address 2, E-mail Address 3 and assigns this Contact to “Responsible Contact” field
This field is quite useful when we need to send a case resolution email to customer using a workflow.
Link New Cases to
Following options are available:
1. Contact – E2CA tries matching email id of sender with Contact E-mail, E-mail Address 2, E-mail Address 3
2. Account (Search Account)– E2CA tries matching email id of sender with Account E-mail, E-mail Address 2, E-mail Address 3
3. Account (Search Contact) – E2CA tries matching email id of sender with Contact but links with the Account (Primary Customer set for Contact)
4. Contact & Account
5. Account & Contact
Option 4 gives priority to Contact record when searching email id field and then if no match found proceeds searching with Account record.
No Customer Identified
1. Do not create case
2. Link to Dummy Account
3. Link to Dummy Contact
Select a default Contact that the case could be linked to.
Select a default Account that the case could be linked to.
A. Copy to Case
B. Copy to Case & Remove from email
Attachment size < X KB
any attachment less than X KB will not be copied in to the case
Will be applicable only when Attachment option is selected as “Copy to Case” or “Copy to Case & Remove from Email”.
Attachment size > X KB
any attachment greater than X KB will not be copied in to the case
Case Owner Assignment
Case Owner (Default)
User, Team, Team-Round Robin**2
Round Robin algorithm will not work in CRM Online.
Case Owning User (Default)
Please select a CRM User
Case Owning Team (Default)
Please select a CRM Team
Case Owner (Override)
(A) User – Account / Contact Owner**3
(B) User – Account / Contact Custom**4
To be selected if option (B) selected above
Existing Case Check
1. Do not check (Use CRM Smart Matching or Tracking Token)
2. Do not check – Create New Case always
3. Search for Case Number in all open cases (Case number needs to be present in email subject)
4. Search for Case Number in all open as well as closed cases (Case number needs to be present in email subject) *
For option 1 ensure that CRM Smart Matching is activated.
If Option 3 is selected then E2CA add-on uses its built-in algorithm to search the case number in email subject
For option 4, please enter hrs in re-open case closed field.
Re-open case closed: X hrs. (For option 4 only*) By default value is 0. 0 means case will always be re-opened… otherwise enter number of hrs. within which if email received regarding closed case then it will be re-opened. If time difference is more than X hrs then new case will be created)
Email Notification Templates
New Case Creation: External Email Template
Select the email template for sending external notification for new case creation
An automatic email could be sent to the email sender with new case number.
New Case Creation: Internal Email Template
Select the email template for sending internal notification for new case creation
An email is sent to the Case Owner by default…if “Internal Email Template” is selected.
New Communication regarding existing case: Internal Email Template
Select the email template for sending internal notification for new communication regarding existing case.
External Email Notification – Sent to email sender (on new case creation)
CC Case Owner
Case Owner email will be added in CC section of email notification
If Case Owner is a team then no email id will be added to CC.
Semicolon separated list of email id’s that needs to be added in CC section
Internal Email Notifications
These are the additional email recipients for internal email notification
Notify Case Owner
Send New Case Internal Notifications
If Internal notification is needed for additional recipients then check this.
Send Existing Case Internal Notifications
Notify Excluded Case
To receive notifications for Emails that have been excluded because of an exclusion criteria
**1: Please note that during automated case creation: Email Subject is copied to Case Title field and Email Body is copied to Case Description field.
**2: Team – Round-Robin: The members of the team will be assigned the owner of newly created cases in a round-robin fashion. Please note that this algorithm does not work in CRM Online.
**3: Case Owner – Assignment - 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. This will override the default CRM user or team that was selected.
**4: Case Owner – Assignment - 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. This will override the default CRM user or team that was selected.
**5: The solution comes with 3 sample email templates:
· IOTAP Sample – External Notification – New Case Creation
· IOTAP Sample – Internal Notification – New Case Creation
· IOTAP Sample – Internal Notification – New Communication regarding existing Case
**6: To add direct link to CRM email activity or case record in email template use keywords [EMAIL_URL] and [CASE_URL] respectively. Please note that these keywords will work only when added to an email template which is used for internal notifications.