Create Multiple Cases from an Email Sent to Multiple Mailboxes in Dynamics 365 CRM
The article discusses a requirement where multiple queues in CRM were used with configured email addresses. When customers sent emails to multiple queues in a single email, the CRM's email tracking system created multiple new cases based on the ARC rules for each queue. However, only one case was linked to the source email, causing issues when investigating cases where the email was not linked. To overcome this, a new setting called "Email Multi Related for ARC" was introduced in Microsoft's recent release. This setting allows all cases related to the email to be displayed in the timeline section and enables replies to be linked to all related cases. By using this setting, teams can monitor and solve cases more effectively.
Article 10m
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