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charlesks
Microsoft
Microsoft

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

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.

1 REPLY 1
CedrickB
Power Apps
Power Apps

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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