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Is there Sample App to automate email to support ticket case creation with language detection

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Posted on by charlesks Microsoft Employee

Looking for a sample app to automate emails in D365 to support ticket creation.

1. Analyze incoming customer emails in Dynamics 365 CE (enable shared mailbox to directly flow into D365)

2. Detect language, categorize based on custom fields on case record/D365 such as "work type" and "work type group". Translate to English if required.

3. Automate email to case creation. exceptions to go into triage queue.

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AI Builder

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CedrickB Microsoft Employee on at

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Hi,

I'm not sure how emails are working in Dynamics CE.

If you receive it from Outlook you can use the "when an email arrived" connector of Outlook.

If the email comes as an entry into Dynamics CE table I guess you could use a Dataverse trigger "when a row is created" in the Email table.

Then call Ai Builder Category Classification prebuilt to categorize and AI Builder Text Translation to translate.

From that you can create new entries in Dynamics CE.

Again I'm not familiar with Dynamics CE schema so I'm not sure if this will help.

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Bill Whalen - Micro... Microsoft Employee on at

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@charlesks - Did you ever find an app or solution for this? I was at Pega prior to joining MSFT and there was a OOTB email bot channel that had it's own portal where CSRs would triage and manage inbound email. The system automated a large portion of case types and then allowed an end user to engage when needed.

I have setup automated inbound capture of emails into Dynamics, however the UI isn't necessarily as ideal as I think it could be. And...it didn't seem that there was any specific design pattern.

I've linked a How To document I created on how to setup the inbound automation of emails.
Dynamics 365 Customer Service - Automated Case Creation for Inbound Email

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