A few months ago I encountered an amusing problem a client was having. It was a very large deployment of Dynamics 365 Customer Engagement. There was a sizeable number of users already live in the system and a sizeable number of users who weren’t in the system but were slated to come on board in subsequent releases. There was also a large number of queues in the system. Existing ‘business function’ shared mail boxes had been re-pointed to Dynamics as ‘Queues’. In the organisation they had the standard email@example.com email addresses that became the NSW Sales Team, Vic Sales Team, Service Team etc. Because of the size and staggered nature of the deployment it was difficult for users to keep up with which department had moved on to the system and which department was still working out of shared mailboxes. Communication between the queues was difficult. To deal with this, some departments instead of re-assigning records to the correct queue would email the queue from within Dynamics. This in turn would create a new contact for the queue sending the email as there was automatic record creation rules in place. Also, sending an email to a queue triggered an automatic response to be sent to the customer. So a user, on behalf of a queue, would forward an email to a queue, create a contact for itself, the system would acknowledge receipt of that email by sending an email back to the queue that sent it which would acknowledge receipt of that email by sending an email back to the queue that sent it, which would……
Obviously there was a number of changes that needed to happen along with a better change management procedure. But in the meantime I had a new tool – North52. If only there was some way to on create of a contact, check if that contact’s email address is actually that of queue’s in the system, and then if it is do something to the contact. North52 to the rescue. Please see below the formula I ended up using.
I really like no code solutions. I can’t code. I don’t have a computer science degree. But I’ve been told I think like someone with a technical background. This is where the whole dysfunctional consultant thing comes from. If I’m not a functional consultant and I’m not a technical consultant what am I? Dysfunctional.
N52 seems to have a similar juxtaposition. We are coding but we aren’t. Its technically complex but it’s not that complex. There is a steep learning curve but thankfully N52 support is great and there’s a pretty decent knowledge base. If you approach the problem from the right angle I believe North52 can be an extremely powerful tool.