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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Automatic Case Creation
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Automatic Case Creation

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Posted on by Mrunalini 120

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....
I have the same question (0)
  • SS-01100907-0 Profile Picture
    SS-01100907-0 on at

    Hi,

    Are you using any condition in ARC rule?

    Can you share the screenshot of the ARC details and a sample email.

  • Suggested answer
    venkatsr Profile Picture
    venkatsr User Group Leader on at

    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

  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    Hi Mrunalini,

    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:

    “Automatically create records in Dynamics 365 for Customer Engagement” option is set to: If “Create case from unknown sender” option in this rule is set to: Contact or case created?
    Create Lead Selected Both, contact and case, created
    Create Lead Not selected None
    Create Contact Selected Both, contact and case, created
    Create Contact Not selected Only contact created
    None Selected Both, contact and case, created
    None Not selected None

    BR,

    Marco

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