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Automatic Case Creation out of E-Mail in Dynamics SALES

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Posted on by CU20111222-0

Hi all,

I would like to automatically create Cases in Dynamics Sales out of E-Mails without using Customer Service Licence. There is a followinf feature available in Sales. How should I proceed, is it even possible?

Thanks!

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Dynamics 365 Sales

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Tom_Gioielli 2,584 Super User 2025 Season 2 on at

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Automatic Case Creation out of E-Mail in Dynamics SALES

The ARC (auto-record creation) and assignment rules are specific to Customer Service, but you can still use cases and basic queues with CRM Sales. For automatic creation, you should be able to create some simple rules using Power Automate to consume incoming emails and create Dataverse records from the provided information.

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#ManoVerse 371 on at

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Automatic Case Creation out of E-Mail in Dynamics SALES

Yes, it is possible to automatically create Cases from emails in Dynamics 365 Sales without purchasing the Customer Service license, but there are some limitations and considerations.

How It Works in Dynamics 365 Sales

Dynamics 365 Sales includes basic case management functionality (not as advanced as Customer Service).

You can enable Email-to-Case using:

Server-Side Synchronization for email tracking.

Automatic Record Creation and Update Rules (ARC Rules).

Steps for ARC setup :

1. Enable Email Tracking
Go to Settings → Email Configuration → Mailboxes.
Approve and test the mailbox for the user or queue that will receive support emails.
2. Create a Queue for Support Emails
Navigate to Settings → Service Management → Queues.
Create a queue and associate it with the email address where support emails arrive.
3. Set Up Automatic Record Creation Rule
Go to Settings → Service Management → Automatic Record Creation and Update Rules.
Create a new rule:

Source Type: Email.

Queue: Select the queue you created.

Record Type to Create: Case.

Define conditions (e.g., subject contains “Support”).

Activate the rule and test.
Send an email to the queue’s email address.
Verify that a Case is created automatically in Dynamics 365 Sales.

Limitations Without Customer Service License

You get basic case functionality only and would not be receiving features like

SLA management.
advanced routing or entitlements.
Customer Service Insights.

Alternative Approach by Using Power Automate:

Trigger on incoming email.

Create a Case record in Dynamics 365 Sales.

This gives more flexibility without relying on ARC rules.

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