Step-by-step guide to set up the Email to Case process in the Dynamics 365 Customer Service module. This configuration allows incoming emails to automatically create cases in the system.

🔧 Prerequisites

1. Dynamics 365 Customer Service license.
2. Access to Microsoft 365 admin center to configure mailboxes.
3. Global or System Administrator role in Dynamics 365.
4. A queue-specific email address (e.g., support@yourdomain.com).

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✅ Step-by-Step Setup: Email to Case in Dynamics 365

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Step 1: Configure the Email Mailbox

1. Go to Advanced Settings > Settings > Email Configuration > Mailboxes.
2. Click New (or open an existing mailbox).
3. Set the Name, and associate it with the User or Queue.
4. Fill in the following:
   • Email Address: support@yourdomain.com
   • Incoming Email: Select Server-Side Synchronization
   • Outgoing Email: Select Server-Side Synchronization
   • Appointments, Contacts, and Tasks: Server-Side Sync (optional)
5. Save the mailbox record.
6. On the ribbon, click Approve Email > then click Test & Enable Mailbox.

✅ Statuses will change to Success after a few moments.

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Step 2: Create a Queue with the Email Address

1. Go to Customer Service Hub > Queues.
2. Click + New to create a queue.
3. Set values:
   • Name: “Support Queue”
   • Type: Public (so all users can access)
   • Incoming Email: support@yourdomain.com
4. Save the queue.
5. Dynamics will automatically create a mailbox for this queue (if not already done).
6. Open the associated mailbox and repeat Approve Email and Test & Enable Mailbox.

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Step 3: Enable Automatic Case Creation

1. Go to Customer Service Hub > Service Management (or via Advanced Settings).
2. Click Automatic Record Creation and Update Rules.
3. Click + New:
   • Name: “Email to Case Rule”
   • Source Type: Email
   • Queue: Select your “Support Queue”
4. Click + Add Rule Item:
   • Name: “Create Case on Email”
   • Condition: Choose “Email Subject contains data” (or leave blank to apply to all emails)
   • Action: Create Case
5. Click Save and then Activate the rule.

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Step 4: Optional Settings

🔁 Create Case for Replies

• Within the rule item, check “Create case if no case is found for the activity”.

🔁 Set Case Owner

• You can configure the rule to assign the case to a specific user/team.

📂 Define Case Fields

• You can auto-populate fields like Case Origin, Title, Customer, etc., in the rule action.

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Step 5: Test the Setup

1. Send an email to support@yourdomain.com.
2. Within a minute or two, check:
   • Queue: New email should appear.
   • Cases: A new case should be created with the email content.

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📌 Additional Tips

• Enable Email Correlation: To track responses and keep emails linked to cases.
• CRM Token: Ensure outgoing emails include the CRM token (e.g., [Case:123456]) to track replies.
• Multiple Queues: Repeat the setup for different departments (Billing, Support, etc.).

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🧠 Troubleshooting

Issue	Fix
Mailbox status not updating	Check user credentials and Exchange profile settings.
Emails not converting to cases	Verify that the rule is activated and the condition matches.
Duplicate cases on email replies	Ensure correlation settings and rules are correctly configured.