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Notfication of new email in case

Mar 15, 2010 at 4:05 AM

One of the great features of Queue Manager is that it matches followup email messages and assigns them to the active case.  Unfortunaly as the CRM stores the emails in the History tab, unless you open the case and specificaly look in the history tab you will no know there is a new messaege.

Before I go off on my own working out a solution, has somebody worked something out as yet.  Maybe trigger a work flow to change the case status?



Mar 15, 2010 at 2:55 PM

I believe this is what queues are to be used for. An e-mail comes in. If unrelated QM will create a case for it. All/any replies will not be handled by QM att all but simply be left in the queue for someone to pick up and work on. If you want to improve on this workflow is your friend.