Question

You manage Dynamics 365 for Customer Service. You need to configure automatic case creation for emails received by customers who have a support contract. What should you do?

Answer 1

To set up automatic case creation in Dynamics 365 for Customer Service for emails from customers with support contracts, create a new rule under 'Automatic Record Creation and Update Rules' in the settings. Configure this rule to trigger case creation based on receiving an email from a customer with a valid support contract.

Step-by-step explanation:

To configure automatic case creation for emails in Dynamics 365 for Customer Service, you should set up rules in the Automatic Record Creation and Update Rules section which can be found in the settings of your Dynamics 365 instance. Here's how you can do that:

1. Go to Settings, then under Service Management, click on Automatic Record Creation and Update Rules.
2. Click New to create a new rule for automatic case creation.
3. Set the source type to 'Email'.
4. Define the queue that the emails will be monitored for. This should be the queue where emails from customers with a support contract are directed.
5. Set the condition for case creation, such as when an email is received from a customer whose customer profile includes a valid support contract.
6. Add any necessary actions, such as creating a case and setting the appropriate case properties based on the email contents.
7. Save the rule, activate it, and then monitor the system to ensure that it is creating cases as expected when emails are received.

By setting up these rules, Dynamics 365 will automatically create cases when it receives emails from customers that meet the specified criteria, ensuring that support requests are captured and responded to in a timely fashion.