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{Do you know} Create mulitple cases from email sent to multiple mailboxes in Dynamics 365 Omnichannel

{Do you know} Create mulitple cases from email sent to multiple mailboxes in Dynamics 365 Omnichannel

If you're looking to create multiple cases from an email sent to multiple mailboxes in Dynamics 365 Omnichannel, this post has got you covered. By leveraging routing rules, you can easily create cases in Dynamics 365 Customer Service for each mailbox to which an email is sent. 

By doing so, agents get a full context of customer issues and can respond independently, irrespective of the queue to which the case has been routed. This not only ensures a faster resolution for the customer but also reduces average case handling time and avoids service agreement violations.

The key capabilities of this feature include converting an email sent to multiple queue-enabled mailboxes into multiple cases, associating each email with the corresponding case, and enabling agents to respond to the customer independently from any case using the case timeline. Replies from customers are also associated with the original case instead of creating a new one.

If you're a Dynamics 365 Omnichannel user, this post by Malla Reddy Gurram (@UK365GUY) is a must-read. So, give it a read and learn how to streamline your customer service operations.

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