Dynamic Developer Solutions

Automated Email-to-Lead Processing in Dynamics 365 Summary For an Australian linen manufacturing and dry-cleaning business, customer and prospect enquiries often begin with something as simple as an email. Whether the enquiry comes from an existing customer, an existing contact, or a completely new prospect, the challenge is the same: how do you turn an unstructured email into a structured CRM process without requiring someone to manually create a Lead every time? The traditional process required incoming enquiries to be monitored, reviewed, and manually converted into Dynamics 365 records. This introduced unnecessary administrative effort and created opportunities for enquiries to be missed, delayed, or inconsistently recorded. To address this, I implemented an automated email-to-lead process using Microsoft Dynamics 365, Dataverse, queues, server-side synchronization, and a custom C# Dataverse plugin. The solu...

Summary Our previous article (Check out my previous blog here - Transforming Return Logistics for a USA Manufacturer: Automating Shipment Processing with Dynamics 365 Customer Service ) covered how we integrated Dynamics 365 Customer Service with FedEx to automate the creation of return shipments for a USA-based manufacturer — solving the shipment-creation half of the requirement. But creating a shipment is only the start. Once a package leaves the customer, the business still needs to know what's happening to it — has FedEx received it, is it still with the customer, or has it been delivered? Previously, agents answered this manually by checking the FedEx site case by case, which didn't scale. The second phase closes that gap with a scheduled integration between Dynamics 365 Customer Service, Dataverse, Integration, and the FedEx Tracking API. It automatically identifies eligible Cases, pulls the latest FedEx tracking events, de...

Summary This blog highlights the integration of Microsoft Dynamics 365 Customer Service Hub with FedEx Shipping Manager to handle automated email return shipments for a consumer electronic appliances company based in Massachusetts, USA. In the original process, customer service representatives were required to manually register each return shipment through the FedEx Shipping Manager portal. This process involved copying customer details, creating shipments, generating labels, and capturing tracking numbers — a workflow that typically required 20–30 minutes per request. The integration project automated the entire return shipment process directly within the Dynamics 365 Customer Service Hub. With a single click, the system now registers the shipment using FedEx Shipment APIs, generates a return label, captures the tracking number, and updates the case record automatically. This innovation eliminated the need for agents to switch ...