Automatic Record Creation and Update Rule for Case

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Posted on by CU03040610-0

Hello Everyone

If an unknown sender sends email then instead of new contact creation, i want system to tag it to Dummy Id in CRM and create a case out of that.

Can anybody help me, how can i do this?

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Hi Gautam,

If you are in customer service hub, you can select ‘Mapping in power automate manually’ option in ‘Manager unknown senders by’ field of ‘Advanced’ tab.

Then fill specify value to customer(contact), and delete original value of Contact (Contacts) and Customer (Accounts) in power automate.

For more detailed information, you can refer following link:

https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-update-records#configure-advanced-settings-for-rules

https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-update-records#configure-in-power-automate

If you are in legacy app, you can’t achieve it because that only one option you can select.

If you don’t select this check box, records are created only for email messages that have a contact or account as the senders.

Or maybe you can try to create a workflow to achieve it, not use automatic record creation and update rules.

Regards,

Leah Ju

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Hi Partner,

Has the problem been solved? Any updates?

Please click Yes under "Did this answer your question?" to close this thread.

Thanks.

Regards,

Leah Ju

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CRMJetty 3,512 on at

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Hello,

pls refer this article

https://carldesouza.com/dynamics-365-record-creation-update-rules-email-case/

https://community.dynamics.com/crm/f/microsoft-dynamics-crm-forum/227073/automatic-case-creation-automatic-record-creation-and-update-rules-issues/615907

You also watch this video

https://www.youtube.com/watch?v=_-wjt-UN5Cc&feature=youtu.be

I hope it helps,

Thanks.

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satya026 15 on at

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Hi Leah

I am able to create a case with the record creation update rule by receiving an email from enquiries mailbox. Is there a way I can assign the case to a team or an user when this being created? Or do I need to create an additional workflow to assign those records?I

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Carolynn P 5 on at

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Hello, thanks for the reply.

This is not doing the IF condition where we want the contact and account to be automatically filled if it exists.

When I remove the conditionals from the default flow, it puts everything to the manual mapping.

Where should we modify the flow for it to do manual mapping only if the sender doesn't exist ?

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jim.corriveau@chest... 81 on at

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satya02,

getting off the subject of this thread, you should look into Routing Rules to assign/route cases as part of your Automatic Record Creation process.

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