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How to create account when case arrives in system

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Posted on by Ravi Fulani

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Hi,

I am doing a simple email to case conversion, whenever the email to case take place, Contact gets created automatically but account does not. So I am facing the problem that how do I create a new account.

Customer field of case gets populated with Contact but I need it to be filled with record of account.

Any suggestions.

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Ravi Fulani 834 on at

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RE: How to create account when case arrives in system

I did read about regarding object id, but here wa are listing email message id which will tell us to which case it belongs, and you get the case. But how do it help me. i need to find if the customer which is in beginning is customer, does this customer has any account or not.
LeoAlt 16,331 Moderator on at

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RE: How to create account when case arrives in system

Hi partner,

Your approach is correct, and you should change the fetch like this.

Regards,

Leo
Ravi Fulani 834 on at

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RE: How to create account when case arrives in system

Hi Leo, I did thought of that but i got stuck, as i need to check whether that account already exist or not, if not then i will create a new one. How I check that. I thought of MS Flow and collect (List records) accounts and then check by senders email. If any account has that email then i won't create new account . But if list records equal zero, i will create the account. But from case when i am trying to fetch email, i can't extract it. I need to know how to do that and at same time is this approach is correct or not?
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LeoAlt 16,331 Moderator on at

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RE: How to create account when case arrives in system

Hi partner,

When converting email to case, D365 will create new contact through "To" field and this contact will be the value of customer in new case.

So what do you want to base your new account?

Whatever you are using the ribbon Convert to Case in email form or record creation rule, you could create a new workflow, and set its trigger condition to when creating the case and the origin equals "Email" because all the cases converted from emails have the default origin "Email".

Then add a new action to create account.

In the properties, you could set values for account from new case, but this workflow could not get values from email directly, you could only get values from case.

If you want to set values for account from email, you need to create a Power Automate (FLOW).

In FLOW, we could list the email record we need and set its values to account.

Best Regards,

Leo