Using Queues, Workflows, Email Routing and Cases to Help Streamline Support Team Operations

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Microsoft Dynamics CRM provides some simple ‘out of the box’ features that can help businesses organize, prioritize, and monitor the progress of their customer support activities.

Take this scenario:

AbleBridge has a customer that produces an internet racing experience for motorsports enthusiasts across the globe. They handle large volumes of emails with varying types of support requests from their members. For example, a member may be submitting a protest based on another member’s action in the game. Another member might submit a simple suggestion to enhance their gaming experience. Whatever the support inquiry is, 1) it needs to be accounted for, 2) the member needs to know it is being handled, and 3) the support team needs to know the current status and who is handling it.

Take this solution using Microsoft Dynamics CRM:

Queues - Our customer uses Queues to organize the different types of incoming support requests, for example: Support, Protest or Suggestion. Each Queue is tied to a specific email address so incoming emails are automatically routed to the appropriate Queue. Visibility to these Queues are managed using CRM Security roles so support team members see only the type of support requests they need to manage.

Workflows – Once a support request enters a Queue, a workflow kicks off and automatically notifies the member that their submission has been received. On Demand workflows are also available to the support team so they can quickly provide standard responses for common information requests.

Email Routing – Incoming emails are automatically created and tracked against the incoming member's contact record.  This allows the support team to drill down into a member's profile to see the history of all requests submitted by a member. Additionally, with the Email Router configuration, the support team can create email responses directly from the Microsoft Dynamics CRM web client without needing to be logged into Outlook.

Cases – Incoming emails that require more than a quick response are converted to Case records and assigned to the appropriate support person.  Once the Case is resolved a workflow triggers an email notification to the member outlining the status and resolution.


AbleBridge has been implementing Customer Relationship Management (CRM) systems for over a decade and we understand the psychology, methodology and “key ingredients” necessary for a successful CRM implementation and high CRM user adoption. Our people first, software second approach has been the key to our customers' success; and that’s how we measure our success.

Feel free to contact AbleBridge to learn more or request additional information.

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