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 for quicker email composing:
Refer blog: Boost support agent productivity using Canned Responses.

Pre-requisite step for using Quick Email Reply feature: Create a record in “Quick Email Reply User” Settings:

When the “Quick Email Reply” email editor loads in case form, the fields (Email template, Email From) would be automatically populated based on the values in “Quick Email Reply User” settings record.

To create “Quick Email Reply User” settings:
Browse to Zap Apps >> Quick Email Reply User Settings and click “New”.

Explanation of form fields:

Email Template: Select default email template. When the “Quick Email Reply” editor loads in case form, this email template would be applied automatically.

Recipient From: Value can be “user” or “queue”. If “queue” value is selected then you would need to select the queue.

User: This is optional field. If no user is selected, then this setting will be applicable for all users. To make this setting user-specific…select the user record. We recommend creating a default record (with no user selected).
When the email editor opens up (in case form), then the default values will be loaded (for email template and Recipient – From fields) based on below preference:
we first look for a user specific setting…if none found then we pick the setting which does not have user field populated.

 

 

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