c360 Email To Case for Microsoft Dynamics CRM 3.0

c360 Solutions Email to Case component is a Windows Service that monitors one or more Microsoft CRM queues converting inbound e-mails into Service Cases. Email To Case instantly
allows Microsoft CRM users to implement e-mail based service or support without the burdening service representatives with additional data entry.

Email To Case monitors an unlimited number of Microsoft CRMEmailEnabled queues creating Case records and linking the e-mail activities to those Case records. The process flow of Email To Case is:

- Customer sends e-mail to queue alias (e.g. support@domain.com)
- Microsoft CRM connector receives e-mail and creates CRM e-mail activity
- CRM e-mail activity is placed in the CRM queue as a queue item
- Email To Case service runs on a scheduled interval (default 5 minutes) and uses administrator set parameters to create a new Case based on the new CRM e-mail activity
- Attachments to the email are linked to the CRM email activity
- Email To Case links CRM e-mail Activity to the newly created Case and deletes the queue item
- Case is linked to either the e-mail senders Contact or Account record based on an administrator set option
- Cases based on e-mails from unresolved senders are linked to a default Contact or Account
- Newly created Case is placed in the queue to which the e-mail was sent
- Customer is notified by e-mail that a new Case has been created
- CRM user is notified by e-mail that a new Case has been created. This e-mail notification includes a link to directly open the newly created Case
- Email To Case will be included as a standard component of the upcoming c360 Customer Portal.