Dynamics 365 Customer Service Case Management – 4/19/2023

The Customer Service module of Microsoft Dynamics CRM has been around since the beginning and we have always had the “case” entity. Those cases can be created from phone calls, manually transcribed from incoming faxes, emails, web forms or customer portals. In this presentation, we will focus on cases coming in from emails. For example, we have a support mailbox at SyncraTec, where our clients can send an email to a support queue and know that the first available person will address their issue.

Known as Email-to-Case, the objective is to automatically create a customer service case in the CRM system when an email comes in to the support email address. With the addition of a third-party add-in: Zap Objects Helpdesk — we can dramatically improve the capabilities of your Email-to-Case solution. The Zap Objects Helpdesk add-on turbocharges your email-to-case customer service solution with the following benefits:

• Quickly install the system to get up-and-running quickly, saving time and money on implemention costs
• Simplify the process so that customer service reps understand the system and are able to operate efficiently and consistently
• Enable your system to reliably capture customer issues, and track those issues to closure leading to improved customer satisfaction

In this live webinar demo, we will present the Zap Objects Helpdesk solution as a low-cost add-on to Dynamics 365 Customer Service, to enhance Email-to-Case functionality. We will demonstrate how the system addresses some of he common problems of Email-to-Case, like:

• Associating the Case with an Existing Customer
• Determining if the incoming email is for a new case or an existing case
• Handling of customer support issues that go to users’ emails directly, and how to forward those emails to the support queue
• Management of auto-reply emails in response to your auto-reply emails – also known as infinite loop protection
• How to re-open existing cases
• How to create cases from Web Form Emails through a powerful Email Parsing capability
• Easily viewing a concise email conversation history, without all the clutter of email signatures and cascading email conversations

If you’ve been thinking that your email support queue is in need of improvement, please tune in to see how this solution can provide for enterprise-class customer service case management on a small-business budget.