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Hi,
I'm testing whether emails sent to existing website will create contact & case in D365. My customer is forwarded emails sent to their existing mailbox to my UAT 2 mailbox to test this. I am finding that contacts are created with an email activity, they are not creating a case though. If I send an email direct to my UAT 2 mailbox from a new contact the automatic record creation rules create a new contact, email activity and case.Any pointers please....
Are you using any condition in ARC rule?
Can you share the screenshot of the ARC details and a sample email.
Hi Mrunalini,
Please verify these points
1)Any specific rules applied for case creation through activity.
2) Necessary privelages are provided for contact, case.
Thanks,
Venkat
please verify this point:
Create cases for email from unknown senders.
If you select this check box, all email messages from unknown senders (a sender whose email address is not present in the Common Data Service platform) are converted to cases. A contact record is also created for this unknown sender.
If this option is not selected, cases are created only for email messages that have a contact or account as the senders. Email messages from senders that are present as other record types won’t be converted to cases.
This table shows if a contact and case record is created based on the values set for the Automatically create records in Microsoft Dynamics 365 field in Personal Options and the Create cases for email from unknown senders check box in the automatic case creation rule:
BR,
Marco
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