If you have QoS-IT installed on your Microsoft CRM then you already have the Email To Case component installed. This guide will show you have to make use of the component in your CRM through a workflow.

1. In Microsoft CRM click on the settings area
2. Click the Workflows item in the left menu.
3. Click New to create a new workflow.
   
   
    
4. Enter a meaningful name for the Workflow. Eg. Email To Case
5. Select the Email Entity
6. Click OK
   
   
    
7. Click Add Step menu
   a. Click the Check Condition Item.
   This condition will allow us to make sure that the component only runs when the email is for the queue.
   
   
    
8. Enter a name for this condition
9. Click this link to specify the criteria\condition.
   
   
    
10. Enter the condition like the image above where “QOSIT” is the queue you want to process.
11. Click Save and Close
12. You will see that the condition has been updated to your selection
13. Click on the text that says “Select this row and click Add Step” to highlight it.
    
    
     
14. Click the Add Step menu
    a. Click QoS-IT submenu
    b. Click EmailToCase
    
    
     
15. Enter a description for the component
16. Click Properties
17. In the dialog that appears select true and click Save and Close
18. That concludes the actual configuration. All that is left is to publish the rule to your server by clicking the Publish button on the toolbar.

Test your workflow by sending an email to your queue and see if a case is created automatically.