In addition to the standard functionality of Case Management within Microsoft Dynamics 365 for Finance and Operations the follow features have been added in Dynamics Contact Center:

• Case associations have been extended with attributes
• Save send email in case log
• Drag and drop attachements in case log

Case association attributes

To help the internal case manager to resolve a case, it's possible to define a set of predefined fields (attributes) per case association. It helps the case manager to ask for certain information when creating the case. Eg:

• Quantity: Indication of quantity of the item regarding the case complaint
• Purchase date
• Batch number

On the case association there is a button Attributes which will open the Case association attribute values form. Based on the attribute group, which is linked to the entity type of the association (via the Case association attribute group), specific fields are available to capture this additional information.

In addition also a comment field has been added to the grid of the case associations.

Setup

Before an attribute group can be linked to the entity type of the association, attributes need to be linked to the attribute group. For more information about how to set this up please read the following article: https://docs.microsoft.com/en-us/dynamics365/commerce/attribute-attributegroups-lifecycle.

Organization administration > Setup > Cases > Case association attribute group

Save send email automatically in case log

When the field Email-id on a case is filled standard Microsoft Dynamics 365 for Finance and Operations the menu item Send email becomes active. When the email is send by the system , this email is not tracked automatically in the case log. By defining a document type in the Contact Center Parameters, the solution will automatically create a log record and store the send email as an attachement.

 The following fields are populated by the system:

Email:

• From: Depending on the setting Inherit sender from email template, the value is taken from the email template or the active user
• To: according the standard Microsoft Dynamics 365 for Finance and Operations logic
• Bcc: Depending on the setting Bcc, the value is taken from the active user.
• Body: from the template according the standard Microsoft Dynamics 365 for Finance and Operations logic
• The user has the possiblity to attach additional files to the email.

Case log:

• Created date time
• Description: contains the subject of the email
• Source type: will be set to a new system defined source type "Case email-out"
• Created by: user that clicked on the send email
• Source Id: will be empty as there is no related table for send emails

Attachments (Document reference):

• Type: inherited from Contact center parameter settings
• Name: contains the subject of the email
• Restriction: inherited from Contact center parameter settings

The document reference can be opened by selecting the case log and clicking the paperclip icon in the top ribbon. Via the menu item Open on the attachment the email will be downloaded as an eml file. This file can be opened by Outlook. Via the Related Messages in this conversation it's easy to find all communication regarding this email.

When additional documents were attached when the email was sent, they are also stored in this eml document and can be viewed in Outlook.

The only thing you can not see is to whom the email was sent in Bcc. This is by design: blind means you don't see it....

Setup

Common > Setup > Contact center parameters

Sales and marketing > Setup  > Sales Management > Source types

When opening the Source types form, the system will automatically generate the system defined source types. For sending out emails which are stored in the case log the type Case email-out is created.

Organization administration > Document management > Document management parameter > Tab: File types

When attaching a document, the system will check whether the file type has been setup in the Document management paramters. When an email is send, Contact Center is trying to attach the send email as an EML file.

On the Tab: Files types, add file type EML.

Drag and drop attachements in case log

In the form part of the case, a Drag & Drop control has been added. When files are dragged into this control or when you click on the control and select files via the explorer a case log record is created (one per file) and the following fields are populated by the system:

Case log:

• Created date time
• Description: contains the Docu type and the file name
• Source type: will be set to a new system defined source type "Case log attachment"
• Created by: user that added the files via the Drag & Drop control
• Source Id: will be empty as there is no related table for case log attachments, attached files can be opened via the Attachment Icon in the ribbon.

Attachments (Document reference):

• Type: inherited from Contact center parameter settings, field Drag & Drop.
• Name: contains the name of the file
• Restriction: inherited from Contact center parameter settings

Setup

Common > Setup > Contact center parameters

FAQ

Release notes