Zap Helpdesk – Email to Case Some areas of user-guide are password protected. Email firstname.lastname@example.org from your official email address to request password.
Refer blog: How to design a support process (email based) when using Dynamics 365 for Customer Service?
The first step in configuring Helpdesk – Email to Case is to setup a generic support queue (e.g. email@example.com) in Microsoft Dynamics 365 CRM which can be used for receiving support related emails from customers. We will be setting up the mailbox of this support queue as a shared mailbox (in Microsoft Office 365) (you […]
The below security roles are available: Zap HD Admin: This security role is needed for configuring Email-to-Case. Please note that either “System Administrator” or “Zap HD Admin” security role is needed for configuring Email-to-Case. Zap HD User: This security role is needed for using Quick Email Reply section (on Case form). This role will allow […]
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How can using “Quick Email reply” feature boost support agent productivity: Refer blog: Can you send email reply to Customer from case form in less than 5 clicks? Using “Quick Email Reply” section in Case Form: Refer blog: How to design a support process (email based) when using Dynamics 365 for Customer Service? (points 6,7,8,9) Using Canned Responses […]
Pre-requisite Step: To create / modify canned responses, CRM user needs to be given security role: Zap HD User. Creating / Modifying Canned Responses: To create / modify canned responses: Browse to Settings >> Zap Apps >> Canned Responses To create / modify canned response – categories: Browse to Settings >> Zap Apps > Categories […]
Below are the new fields added to Case entity by Helpdesk App: Sender Contact (Contact Lookup) “Sender Contact” is a custom contact lookup field added to Case form in “Case Details” tab of “General” section. Zap Helpdesk App extracts the sender’s email address from incoming email and searches the Contact database for a matching contact […]
We have observed that for our customers who receive heavy email-to-case traffic, it becomes very difficult to find / locate any case related attachments (whether in email or in notes). Consider a scenario, when a support agent is on phone with customer and there is a mention of a file which was sent earlier by […]