Below are the additional fields and sections added by Helpdesk solution:

Additional Fields:

  1. Applicable Queue (zap_hd_applicable_queue): For various Helpdesk features (like Case History, Case Email Reply, Case Email Recipients, Case field changes tracking, etc) to work… field “Zap Applicable Queue (lookup to Queue)” needs to be set.
    We automatically set this field for cases created from Email-to-Case. However for cases created otherwise… you will need to set this field… either manually or through business rule / workflow / flow.
    We recommend adding this field to “General” section of your Case form!
  2. Sender Email (zap_senderemail): When doing Email-to-Case process…we populate Case. Sender Email with Sender Email Address of the received email.
  3. Sender Contact (zap_sendercontact): When doing Email-to-Case process… we search for a matching Contact based on “Sender Email Address” of the received email. This Contact is set in fields: Case. Contact as well as Case. Sender Contact.
    Dynamics restricts Case.Contact field to only Contact record whose Primary Account is set in Case.Customer field. So at times its possible that Case.Contact was not populated automatically during E2C process…however Case.SenderContact will always be populated by matching Contact record during E2C process.
  4. Fields to enable / disable Notifications:
    Zap Allow Requester Follow Up Email (zap_enable_followup_requestor)
    Zap Allow Agent Follow Up Email (zap_enable_followup_support_agent)
    Zap Allow Requester Case Closure Email (zap_enable_case_closure_requestor)
    Zap Allow Auto Case Closure (zap_mark_case_resolved_followup_requestor)
    Zap Enable (Portal Agent) (zap_enable_portal_agent)
    Zap Enable (Portal Requestor) (zap_enable_portal_requestor)
    The default values of above fields are populated based on Zap_HD_Add.CaseSettings.
  5. Miscellaneous Fields:
    Customer Service Calendar:
    Zap Helpdesk has ability to send Case Creation Ack. Email Notification to Requestor/Customer. You can configure different email templates for this notification email which is based on whether Case was created within Business Hours or Outside.
    The “Customer Service Calendar” can be selected in Zap_HD_Add.CaseSettings… which gets copied over to Case.CustomerServiceCalendarZap Contact First Name (zap_contactfirstname) & Zap Contact Last name (zap_contactlastname)

Section: History Panel
This panel consist of 2 sections:
1. Conversations: Conversations are comments extracted from emails (incoming and outgoing) as well as portal comments.

2. History: This consists of:
– Conversations: Email & Portal Comments
– Tracking Case field changes
– Tracking automated email notifications – which were sent from Dynamics 365
– Tracking notes, phone calls and appointment
– New Email Response Received
– New Portal Response Received
– Custom history messages (eg Case Resolution SLA breached)

Instructions on adding “History Panel” Section to Case form:
————————————————————————
Open Case form in edit mode…
Click button “Insert 1-Column Tab”

In Tab Properties:
Label: History
Show Label of this section on the Form: Yes
Expand this tab by default: Yes

Select Section and click “Insert Web Resource”
Now select web resource: zap_hd_case_history_panel
Section: General
Label: casehistorypanel
Visible by default: Yes
Enable for Mobile: Yes (….Pranit…)
Section: Formatting
Row Layout: Number of Rows: 15
Display Border: No

Section: Email Reply

Helpdesk solution provides a “Email Reply” panel which Support Agents can use to reply back (with email)  to requestors.

This is an alternate to out-of-box Email form!

Some of the advantage that this provides are:

=> Most of the fields in “Email Reply” section are already populated…like:
– From Recipient – with Queue Email (or logged-in user email)
– To/CC Recipients – with Case Customer and any additional email recipients which were added to Case.Email Recipients section.
– Email Subject – with case title / earlier email subject with Case Number added
– Email body – with default email template OR earlier email thread OR full history of email & portal comments.

=> Support Agent could easily insert Canned Responses!

=> Support Agent can include clean email history (excluding repeatable threads) in all new email responses being sent to Customer/Requestor [New Feature: June 21]

Instructions on adding “Email  Reply” Section to Case form:
————————————————————————
Open Case form in edit mode…
Click button “Insert 1-Column ” (Tab)

In Tab Properties:
Label: Email Reply
Show Label of this section on the Form: Yes
Expand this tab by default: Yes

Select Section and click “Insert Web Resource”
Now select web resource: zap_hd_quickEmailReply.html
Section: General
Name:quickemailreply
Label: quickemailreply
Display Label On Form: No
Visible by default: Yes
Enable for Mobile: Yes
Pass Record Object-Type code and unique identifier as parameters: Yes
Section: Formatting
Row Layout: Number of Rows: 15
Display Border: No

Now select the above section… and click button “Insert 1-Column” (Section)

Label: Add Attachments
Show Label of this section on the Form: Yes
Show a line at top of this section: Yes

Select Section and click “Insert Web Resource”
Now select web resource: zap_hd_case_attachments_select.html
Section: General
Name:caseattachmentsselect
Label: caseattachmentsselect
Display Label On Form: No
Visible by default: Yes
Enable for Mobile: Yes
Section: Formatting
Row Layout: Number of Rows: 10
Display Border: No

Section: Email Recipients

This section stores the external and internal email recipients within the Case record.
The external email recipients are used for sending automated external email notifications (case creation, case closure, etc) to requestor. Further, these are also populated automatically in To/CC section when using Email Reply section.
The internal email recipients are used for sending automated internal (email/in-app) notifications (case assigned/case created etc) to support team.

Instructions on adding “Email Recipients” Section to Case form:
————————————————————————
Open Case form in edit mode…
Click button “Insert 1-Column Tab”

In Tab Properties:
Label: Email Recipients
Show Label of this section on the Form: Yes
Expand this tab by default: Yes
Visible By Default: Yes
Available on Phone: Yes

//Adding “External Email Recipients”

Select Section and double-click to open “Properties”
Section: General
Label: External Email Recipients
Show Label of this section on the Form: Yes
Show a line at top of this section: Yes
Visible By Default: Yes
Available on Phone: Yes
Section: Formatting…Select Layout: 2 Columns

Now click “Insert Web Resource”
Now select web resource: zap_hd_dynamic_recipients_ext_notifications
Section: General
Label: Dynamic List
Display Label on the Form: Yes
Visible by default: Yes
Enable for Mobile: Yes (….Pranit…)
Section: Formatting
Row Layout: Number of Rows: 5
Display Border: No

Now add fields:
zap_email_recipients_ext_to (Label: To (;))
zap_email_recipients_ext_cc (Label: Cc (;))
zap_email_recipients_ext_bcc (Label: Bcc (;))
zap_exclusion_email (Label: Exclusion Email (;))
zap_exclusion_domain (Label: Exclusion Domain (;))

//Adding “Internal Email Recipients”

Select current section and Insert 2-columns Section
Select Section and double-click to open “Properties”
Section: General
Label: Internal Email Recipients
Show Label of this section on the Form: Yes
Show a line at top of this section: Yes
Visible By Default: Yes
Available on Phone: Yes
Section: Formatting…Select Layout: 2 Columns

Now click “Insert Web Resource”
Now select web resource: zap_hd_dynamic_recipients_int_notifications
Section: General
Label: Dynamic List
Display Label on the Form: Yes
Visible by default: Yes
Enable for Mobile: Yes (….Pranit…)
Section: Formatting
Row Layout: Number of Rows: 5
Display Border: No

Now add fields:
zap_email_recipients_int_to (Label: To (;))
zap_email_recipients_int_cc (Label: Cc (;))
zap_email_recipients_int_bcc (Label: Bcc (;))
zap_exclusion_email_int (Label: Exclusion Email (;))
zap_exclusion_domain_int (Label: Exclusion Domain (;))

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