Locate the queue setup from Dynamics Customer Service Hub. This is where we create a new queue for Support@. For the owner we choose Customer Service Team.
Click Save, and the system will automatically give you a new mailbox.
To configure the mailbox, we need to navigate to Advanced Settings.
Open Mailboxes and find Support@ that we created.
Your picture should look something like below. Following order 1. Approve Email – You must be global admin to do so. 2. Test & Enable Mailbox 3. Follow progress in Alerts
If you have done it right, you should see the following. This process can be tricky, and there are lots of great guides out there that might cover this better. Connecting Exchange with Dynamics it typically really easy, or really hard.
Lets se if it works
So after waiting for a few minutes, I now see the email in the queue 🙂
Why on earth did anyone think that this was a reasonable number to include in Customer Service cases?
This number is way to hard to relate to, and too hard to explain why came to be. It has absolutely nothing to do with the Email Tracking Token, leaving the customer utterly confused when talking about numbers.
Might be a little hard to see here, but I open my solution from https://make.powerapps.com and select the case entity. In the Case entity I have the default Case Number field. When choosing to edit this field I simplify the autonumber. This will make even more sense later on.
All of this will be included in my Customer Service Solution later on in the guide.
I prefer to define a team with a security role when i create Customer Service solutions. The idea is that the incoming case is assigned to the Customer Service team. This way it is clear to see what cases are new and not yet assigned.
NB! Reassigning Cases to a new user Out Of The Box is not great. The cascading rules changes the sorting of emails because of modified on dates. I will therefore include a post on how to modify the cascading rules.
Open Dynamics in any app and find the Advanced Settings
This will open up the good old Dynamics Setup. This is where we can access the security model.
We need to create a security role for the team.
These are the entities that I needed to make my scenario work. It is a very minimal role, but I won’t be needing more than this for Customer Service Team.
Open teams and create a new team. I will call mine Customer Service. Make sure you assign the security role to the newly created team.