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Create Case (Add to Queue) from Marketing Form

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Posted on by brittany_b

Hi,

I'm not sure if this is necessarily a Flow question since I'm not sure if it's possible to accomplish this using Flows at all.

I am trying to use a Marketing Form to create a case (add to queue) in the customer service module.

I tried setting up a Customer Journey, but it does not appear that I can create a Case this way. I also tried setting this up using a flow, but there does not appear to be a trigger for Marketing Forms.

Am I missing something?

Is it at all possible to create a case in customer service using a marketing form (from the marketing module)?

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Building flows

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Rhiassuring 8,690 Moderator on at

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Hi there,

I don't know much about Dynamics CRM, but I did some Googling around - and these two things kinda make sense to me:

First, all Marketing Forms go directly into the Dataverse as Records. So you'd be watching the Dataverse for submissions to the table that holds the Marketing forms.
https://www.ameyholden.com/articles/automate-dynamics-365-marketing-form-submissions-for-custom-tables-with-power-automate

As to add it as a case and then put it in the queue, this walks through it.

https://powerusers.microsoft.com/t5/Building-Flows/How-to-Route-Cases-to-Queues-using-Flow-and-not-CRM-Workflow/m-p/344420#M37795

Any extra details, I can try and help - just wanted to get the help flowing 🙂

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Tom Wexler 3 on at

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Have you gotten this working? I am having a similar need.

Currently I am converting emails to cases, but we have many Contacts with the same email. This is causing bigger issues.

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