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You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the support@contoso.com email address.
Solution: Create an automatic record creation and update rule.
Set the Source type to Email, and then select the queue.
Configure autoresponse settings.
Does the solution meet the goal?
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A. B.A.
References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/automatically-create-case-from-email.
The proposed solution of creating an automatic record creation and update rule, setting the source type to email, and selecting the queue is a valid approach to automatically creating cases from emails sent to the support@contoso.com email address in Dynamics 365 for Customer Service.
By creating an automatic record creation and update rule, you can specify the conditions under which a new case should be created from an incoming email. In this case, the condition would be an email sent to the support@contoso.com email address. By setting the source type to email, the system will automatically recognize incoming emails as a potential case source. By selecting the queue, the case will be automatically assigned to the appropriate queue for resolution.
However, the proposed solution only addresses the automatic case creation part of the requirement. The requirement also calls for configuring autoresponse settings, which is not mentioned in the proposed solution. Therefore, the proposed solution does not fully meet the stated goal, and the correct answer would be B. No.
To fully meet the stated goal, the solution should also include configuring autoresponse settings to ensure that the customer receives an automatic response acknowledging receipt of their email and providing them with any relevant information or instructions. This can be achieved by configuring automatic email responses in the Dynamics 365 Customer Service application.