Create Cases from Emails in Dynamics 365 Customer Service
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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 Service activity, and then select the queue.
Does the solution meet the goal?
Answers
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A. B.B.
The solution provided can meet the goal of automatically creating cases from emails sent to the support@contoso.com email address, as it proposes creating an automatic record creation and update rule and setting the Source type to Service activity, and then selecting the queue.
An automatic record creation and update rule can be used to automatically create or update records in Dynamics 365 for Customer Service based on predefined conditions. By setting the Source type to Service activity, the rule will be triggered when an email activity is created in Dynamics 365, which includes emails sent to the support@contoso.com email address. By selecting the queue, the email will be automatically routed to the appropriate queue for handling and processing.
However, it is important to note that this solution assumes that all emails sent to the support@contoso.com email address should result in the creation of a case. If this is not the case, additional criteria or conditions may need to be defined in the automatic record creation and update rule to filter out irrelevant emails or categorize them appropriately.
Therefore, as per the given scenario, the provided solution meets the goal of automatically creating cases from emails sent to the support@contoso.com email address. Hence, the correct answer is A. Yes.
