Enterprise Email Microsoft Dynamics

Course Overview The 1-800-Flowers.com Family of Brands is committed to delivering a best-in-class customer experience. Successfully communicating via email, documenting details, and communicating professionally and effectively are key components of our goal of satisfying every customer on first contact, resulting in happier customers. ​ ​ By the end of this course, you will be able to:

1. Navigate the Microsoft Dynamics Interface:​ Efficiently navigate the main dashboard, menus, and workspaces.

2. Log In and Customize Settings:​ Securely log in and configure user profiles and dashboards.

Manage Cases:​ 3. Create, assign, and track cases within the platform.

1. Send Emails:​ Compose, send, and manage emails directly in Microsoft Dynamics.

2. Link Emails to Cases:​ Ensure emails are connected to Cases for accurate documentation.​

Logging In To log into the production environment, use the link below and log in using your credentials.​ ​ https://18fservicecenter.crm.dynamics.com/ ​

Bookmark the login URL for quick access each day.

Set Your Presence Status

Upon logging in, it’s important to set your presence status to Available so your team knows you’re ready to handle email cases.

My Work Items

• The My Work Items or Omnichannel Agent Dashboard shows your open work items. To change the dashboard, click the down arrow beside My Work Items.

Navigation or Hamburger Icon

• This icon will open the navigation pane and include sections such as Contacts and Conversations.

Home

• This is your home screen, and your app will open to this page every time.

Inbox Views

• You have two inbox views, My Work Items and Closed Work Items.

Work Item View

• Once you select a work item, it will open in this section, and you will be able to view the conversation details.

Work Items

• After choosing a view, this box will display the relevant information. You can minimize the inbox views panel on the left using the icon in the top left. Additionally, in the top right, you can search, refresh, and filter your list of work items using the icons provided.

Lesson Summary

Set your presence status to Available when you log in so your team knows you’re ready to take email cases.

Click the Navigation (Hamburger) icon to open the menu and access sections like Contacts and Conversations.

Use the My Work Items (Omnichannel Agent Dashboard) to view and manage your open cases.

In the Work Items area, you can search, refresh, or filter your cases and open one to see the full conversation.

        *_Responding and Managing Cases_*

Understanding Cases, Emails, and Copilot These icons represent cases, emails, and Copilot in Dynamics.

A case is a record in Microsoft Dynamics that tracks a customer’s question, issue, or request.

It keeps all emails, notes, and actions in one place so you can manage and resolve the issue efficiently.

An email is one of the interactions within a case.

You’ll use emails to communicate with customers about their issue or to transfer messages to other queues if another team needs to handle them.

Microsoft Copilot is an AI-powered assistant built into Dynamics. It can help you summarize customer interactions, check case details, and draft professional email replies.

Copilot is a great starting point — but you must review, edit, and confirm accuracy before sending any message.

Managing Email Cases

To manage a case: Click the Cases icon on the left under My Work Items. Find your assigned case in the queue or use search to locate it. Open the case and review the full email thread and any notes to understand the customer’s situation.

The Case screen shows key details like the Title, Customer, along with the email timeline and assigned agent.

Analyze Case Feature

The Analyze Case feature helps you respond to email cases faster using AI-generated insights and suggested replies. It summarizes the message, checks verification, and drafts a response.

The Analyze Case feature does not replace your responsibility. It is a starting point, not a final answer.

You must...

Review the full case.

Confirm accuracy.

Edit the draft to reflect the customer’s issue and tone. Never copy/paste or send AI replies without reviewing.

When to Use Analyze Case

You CAN use Analyze Case if:

The Description field is filled in The email is from a customer (received on or after April 29, 2025).

Do NOT use Analyze Case if:

The email case was created by another agent as an internal escalation. For example: If a Personalization Mall agent creates an email case to escalate a situation to an Executive agent.

The Description field is blank

Quick Steps for Using Analyze Case

Now that you’ve seen it in action, use these steps as a quick reference while you work in Dynamics. Click each step for more information.

Open the Case. Review the Panel. Validate the AI Response. Reply to the Email. Send the Email. Resolve the Case.

Save & Close the Case

Article KA-03466 Selecting an appropriate wrap-up code and using Save & Close must always happen, whether the interaction is inbound or outbound.

Click Resolve Case.

Choose the Wrap-Up Code – Select the appropriate code from the dropdown menu. Picking the correct code (or the one closest to the reason the customer contacted us) helps track trends and improves reporting. Review Article KA-03466 for Wrap-Up Code descriptions.

Click Save & Close, if the email requires no further action.

When to Transfer to a Different Queue

To transfer a case to a different queue, select Add to Queue.

Use when:

The case needs to be handled by a different team, skill group, or department.

The case requires special handling (e.g., escalations, billing issues, technical support).

The case is no longer your responsibility — it should move to the queue where the next available agent will pick it up.

How to Transfer to a Different Queue

Article KA-03736.

Hover over each step for additional information. These steps can also be found in Article KA-03736.

1. Click Add to Queue.
2. Enter the queue name.
3. Click Add to Queue.
4. Click Save & Route.
5. Click Route.
6. Click Close.

Lesson Summary

Emails are customer messages; cases are the records that track and manage those interactions.

The Analyze Case features a helpful starting point—but always review the case details and make sure the response reflects the customer’s actual issue.

Accept emails within 10 seconds of receiving the Work Item notification.

Remember to always choose a Wrap-Up code and Save & Close your email interactions.

Sending Outbound Emails

Outbound Emails

Outbound emails are messages you send to customers or florists. Their purpose is to provide assistance, follow up on issues, or share important information. Sending these emails helps ensure smooth communication and effective problem resolution.

Who Should Send Outbound Emails & When For ATLAS Brand Agents

When working MON and needing to contact customers or florists.

For HD Specialty, Supervisors, Executive Services

When handling holds and needing to communicate with customers.

Steps to Send an Outbound Email Article KA-03620

01 Open a New Case Click Cases → New Case.

02 Enter Case Information Case Title, Customer, Brand, Brand Mailbox Ensure the correct brand and outbound mailbox are selected.

03 Save the Case Click Save → Case Number populates automatically.

04 Compose Your Email Click + Icon → Email

05 Draft Your Email Add Subject: [Brand Name] [Order Number] Use templates if needed (Insert Template) Start composing; your signature is pre-filled

06 Review and Send Proofread for accuracy and clarity. Click Send.

07 Resolve and Close Click Resolve Case → Choose wrap-up code (Always select the correct wrap-up code.) → Click Save & Close.

Lesson Summary

Outbound emails are sent to customers to provide assistance, follow up on issues, or share important information, ensuring smooth communication and problem resolution.

Ensure you select the correct brand and outbound brand mailbox associated with your current workload.

ATLAS Brands agents send emails when working MON and contacting customers or florists. HD Specialty, Supervisors, and Executive Services teams send emails when handling holds and needing to communicate with customers.

After sending the outbound email, click Resolve Case, choose the appropriate wrap-up code, and Save & Close. This step must always happen, whether the email is inbound or outbound.

Email Structure

Email responses can be organized into three basic parts:

*Opening This includes a pleasant greeting and thanks the customer for emailing.

*Body This is the most important part of the email. Your goal is to provide clear concise information that directly addresses the sender’s questions or concerns. Be sure to include the resolution of the issue and/or the next steps. Remember to check prior interactions in the email thread if necessary/applicable.

*Closing The closing should include a relevant statement or request for more information. It should also include an invitation to contact us again should further assistance be needed. ​