In addition to the standard functionality of Case Management within Microsoft Dynamics 365 for Finance and Operations the follow features have been added in Contact Center:
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:
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.
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
Field | Description | Remark |
Entity type | Entity type of the case association | Only one attribute group can be linked |
Attribute group |
The attributes of this goup will be become available in the attribute form on the case association. |
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.
Important
The following fields are populated by the system:
Email:
Case log:
Attachments (Document reference):
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....
Common > Setup > Contact center parameters
Field | Description |
Settings the system will use when a document reference is created when an email is send |
Type |
Document Type that is used when email is send from the case. If no document type is setup, the user can select one from the dialog which will appear when a file is dragged into the control. |
Inherit sender from email template | The from field in the email will be inherited from the email template instead of from email address fo the current user as defined in the user options |
Bcc | When enabled the Bcc field will be filled with the email address of the current user as defined in the user options |
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.
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:
Attachments (Document reference):
Important
Common > Setup > Contact center parameters
Field | Description |
Drag & drop | Document type that will be used when a document is dropped on the case log |
Question: | Why is button Attributes not enabled on the case association? |
Answer: | There is no case Association attribute group setup for the selected entity type. |
Question: | Why is there no log record created when an email was sent? |
Answer: | The field Type in the Contact center parameters has not been setup. |
Question: | How to resolve error "Unable to send email as 'user@company.com' from the 'smtp@hso.com' account, please check the "Send as" permissions on the 'user@company.com' account." |
Answer: | Use email provider Exchange or ask your IT Deparment to allow your user to be able to send 'on behalve of' |
Feature | Introduced in version |
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10028.52.110 |