The various Helpdesk App related settings are mainly categorized in to 4 areas:

  1. Email-to-Case Settings
    – Case Creation / Re-open
    – Linking of Case Customer to Account/Contact
    – Linking of email to existing Case
    – Fwd to new Case Settings
    – Email Parsing
    Important point to note here is that email-to-case trigger point is when email is received in Dynamics…and not when it is added to or routed to a Queue!
    Besides we also have an OnDemand Email-to-Case workflow which you could run on the email  record.
  2. Additional Case Settings
    – Email Reply Panel (which is added to Case Form)
    – History Panel (which is added to Case Form)
    – Email & Portal Conversation extraction
    – Case field changes tracking
    – Case Email Recipients Panel (the email  recipients in these lists are used for sending automated notifications)
  3. Notification Settings: Settings for Email & In-App Notifications which could be easily turned on/off)
    – Some of the common notifications are:
    Requestor Notifications:
    – Case Creation Auto-Response
    – Follow-Up Requestor
    – Case Closure
    Agent Notifications:
    – Case Assigned
    – New Case Assigned
    – New Response Received From  Requestor
    – Follow-Up Agent
  4. Case Commands Settings
    This functionality will be available in future release.

How each of the above settings tie together?

The common element that connects the above settings together is : “Case. Applicable Queue” field. For each Case, you need to set the “Case.Applicable Queue” field for all above settings to work correctly!
Note: “Applicable Queue” is just a custom field added to Case entity. This has nothing to do with the Queue in which the Case is.

(Please note that if the Case has been created using Email-to-Case process then we automatically populate the “Case. Applicable Queue” field)

Nomenclature / Common Terms:





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