Dynamics Community Forum Thread Details

Set Case ‘Customer’ field using automatic record creation flow for unknown contacts

Hello, we are using record creation and update rules to convert emails into cases in Dynamics 365 Customer Service.

This works well for ‘known’ contacts within D365 but not for ‘unknown’ contacts.

What I would like to do is set the ‘customer’ column on the case to a specific account if the contact doesn’t exist within CRM. (e.g. Set the customer field in the case to be account ‘Unknown Account’ using that accounts' guid).
I have tried enabling the ‘Allow emails from unknown senders’ setting but we’re getting loads of junk contacts created in CRM from all the sales and spam emails, so have has to turn this off.

What we do at the minute is when we get an email from an unknown contact we manually convert the case from the queue item. However this is skewing SLA’s for the team as the case SLA only starts when the case is converted manually from the queue item, not from when we actually receive the email.

If anybody could assist me with some advice on how to amend the ARC rule so that emails from unknown contacts automatically set the customer field on the case to a particular account guid I would really appreciate it.

Thank you