Create Cases from Emails
Question
Note: This question is part of a series of questions that present the same scenario.
Each question in the series contains a unique solution that might meet the stated goals.
Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it.
As a result, these questions will not appear in the review screen.
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 conditions for record creation.
Does the solution meet the goal?
Answers
Explanations
Click on the arrows to vote for the correct answer
A. B.A.
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/automatically-create-case-from-emailYes, the solution meets the goal.
The scenario requires automatically creating cases from emails sent to the support@contoso.com email address. The proposed solution to create an automatic record creation and update rule is the correct approach to achieve this goal.
An automatic record creation and update rule can be used to automatically create or update records in Dynamics 365 Customer Service based on incoming emails. The rule can be configured to specify conditions that determine when a new record should be created.
In this solution, the source type is set to email, which means that the rule will apply to incoming emails. The queue is selected to ensure that the created cases are automatically assigned to the support queue.
The solution proposes configuring conditions for record creation, which means that the rule will create a new case only if the specified conditions are met. The conditions can be based on various email attributes, such as subject, body, sender, or recipient.
Overall, the proposed solution meets the goal of automatically creating cases from emails sent to the support@contoso.com email address.
