Create case from uknown/new contact

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Posted on by CSD365

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Hi,

My customer has requirement like below:

Generally he would like to achieve an action - when a person, which isn't registered in Dynamics 365 as a contact send an email to Dynamics 365 queue, it should create a new contact and a new case based on an email.

Generally creating cases for existing contacts works fine, but it doesn't work for email address which aren't associated with any contact.

Generally the queue has enabled option "Create records for email from unknown senders" and I have created a creation and update rule, which should create a case as below:

As I described earlier - it doesn't.

In background sessions of email there is an error related with this creation and update rule:

Do you know how should I configure rules, to allow Dynamics 365 creating case for email addresses isn't associated with any contact?

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I think you should be looking into creating leads for the purpose. Creating contacts from an open email account could lead to trouble.

The lead entity is designed for "relatively dirty" information that could be harvested with a more formal process later as contacts.