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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: Configure Dynamics 365 to automatically send responses to customers when the record is created.
Does the solution meet the goal?
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A. B.B.
No, the given solution does not meet the stated goal of automatically creating cases from emails sent to the support@contoso.com email address.
Configuring Dynamics 365 to send responses to customers when a record is created is a feature known as "Auto-Response". Auto-Response sends an automatic email response to the customer who has submitted an inquiry via email or web form, acknowledging that their request has been received and providing them with a reference number or case ID. However, this does not create a case in Dynamics 365.
To automatically create cases from emails sent to the support@contoso.com email address, the following steps should be taken:
Create a mailbox record in Dynamics 365 Customer Service to connect the support@contoso.com email address to Dynamics 365.
Set up an email-to-case rule to automatically create a case when an email is received at the support@contoso.com email address. This rule can be based on criteria such as keywords in the email subject or body, the sender's email address, or other factors.
Configure the email-to-case rule to route the case to the appropriate queue or agent for handling.
By following these steps, cases will be automatically created in Dynamics 365 Customer Service whenever an email is received at the support@contoso.com email address, without requiring any manual intervention from support staff.