Hi!
I need to build a support system.
The situation is, that we get support request via e-mail.
This e-mail is sent to a specific e-mail address. I need to automatically convert that e-mail message to a case, and assign that case to a certain user.
That user needs to be able to tell the system, that the case is resolved. Otherwise the user must be able to forward the case to another user or users.
I am a total newbie in the CRM 2015, but we all relevant licenses, I just need some sort of plan to follow to make that sort of system.
I need information for the whole path from creating a mail address, the queue, workflow etc. etc.
I have been watching videos, and trying to find relevant documentation, but still I just get more confused than informed ;)
We are using
Office 365
And CRM Online 2015, Update (7.1.1.4312) (DB 7.1.1.4309)
Best regards
Erik