You are a Dynamics 365 for Customer Service administrator.
You have been tasked with making sure that cases are automatically created for emails received by clients in possession of a support contract.
You have created an automatic record creation and update rule.
Which two of the following actions should you take NEXT?
Click on the arrows to vote for the correct answer
A. B. C.A.
Based on the scenario provided, the correct next steps would be:
Configure the rule to generate a case if a valid entitlement exists: As a Dynamics 365 for Customer Service administrator, you should ensure that the automatic record creation and update rule is configured to generate a case if a valid entitlement exists. An entitlement in Dynamics 365 represents a customer's support contract, which entitles them to certain types of support, including the creation of cases. By checking for a valid entitlement, you can ensure that only customers with active support contracts can create cases automatically. To do this, you should navigate to the Entitlements section of Dynamics 365 and ensure that each customer with a support contract has a valid entitlement.
Set the source type to email: After configuring the rule to generate a case if a valid entitlement exists, you should set the source type to email. This will ensure that cases are automatically created for emails received by clients with a support contract. By setting the source type to email, you are telling Dynamics 365 to look for incoming emails and automatically create cases based on their content. This will save time for both customers and support staff, as cases will be created automatically without the need for manual intervention.
Therefore, the correct actions to take next would be to configure the rule to generate a case if a valid entitlement exists and set the source type to email. Option A and C are the correct answers. Option B, configuring the rule to send automatic email responses to customers when records are created, may be a useful feature to implement, but it is not directly related to the task at hand, which is to create cases automatically for customers with support contracts.