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ARC thro service management and customer service admin centre

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Posted on by Anandhcrm

Hi,

Are the ARCs created thro service management and customer service admin centre are different ?

I could find that while configuring ARC thro service management, the record creation using workflow.

But thro admin centre, the record creation thro power automate. Why we have different implementations ?

I am bit confused which one I have to choose. Any suggestions ?

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Leah Ju Microsoft Employee on at

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ARC thro service management and customer service admin centre

Hi Partner,

If you select 'Creating a new contact automatically' option in 'Manage unknown senders by', which is not included in the Power Autorun step. so we can't customize it, this is created by system.

You can add 'create contacts for unknown senders' step in the power automate manually if you select the 'mapping in Power Automate manually' option in the 'Manage unknown senders by' field.

https://learn.microsoft.com/en-us/dynamics365/customer-service/automatically-create-update-records?tabs=customerserviceadmincenter#create-contacts-for-unknown-senders
I hope you can verify my answer if it helps you! If you have any questions, please feel free to contact me.
Regards,
Leah
Anandhcrm on at

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ARC thro service management and customer service admin centre

Thank you Leah Ju.

I have implemented ARC and its working fine. I configured like create unknown sender as a new contact record.

But who creates the contact record. I could not find that. I don't find any power automate flow for creating the contact record.
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Leah Ju Microsoft Employee on at

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ARC thro service management and customer service admin centre

Hi Partner,

I would suggest that you should configure ARC through power automate in customer service admin centre app.

https://learn.microsoft.com/en-us/dynamics365/customer-service/automatically-create-update-records?tabs=customerserviceadmincenter

Why we have different implementations ?

Dynamics features are constantly being updated and developed, and these two implementations have appeared at different points in time.

1)ARCs created thro service management were designed from the beginning to be implemented in legacy app.

Effective April 01, 2023, the automatic record creation (ARC) rules are deprecated in the web client.

2)Creating an ARC in the Customer Service Management Center is the newest implementation, and power automate enables more functionality than workflow.

I hope you can verify my answer if it helps you! If you have any questions, please feel free to contact me.
Regards,
Leah