Automatic Record Creation within Business unit

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I have built the automatic record creation rule, when ever contact sends an email it does create Case but the contact is picked up from Wrong BU

E.g. same contact in 2 different BU

Contact A and BU is X

Contact A and BU is Y

If Contact A from from BU Y sends an email to Mailbox having owner as BU Y and Queue Owner also BU Y, system picks up contact from BU X which is incorrect.

If email is getting created in BU Y then depending on record ownership and BU security it should pick up correct contact from BU Y, not sure if i am setting up ARC incorrectly.

How do i resolve this? We will have BU hierachy and Multiple Mailboxes as well.

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Holly Huffman 6,554 Super User 2026 Season 1 on at

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Hi there! Good morning, evening, or afternoon :) depending on where you are!

Review Security Roles and BU Hierarchy:

Ensure that the security roles assigned to the mailbox and queue owners in BU Y are configured correctly. The security roles should restrict access to contacts outside of BU Y, based on the BU hierarchy and ownership.

Check Contact Ownership:

Verify that the contact in BU Y is owned by a user or team within BU Y. If the contact is owned by BU X, the system might prioritize it due to ownership rules.

Configure the ARC Rule:

Open the ARC rule and review the conditions and actions. Ensure that the rule is set to create cases based on the correct mailbox and queue ownership.

Add specific conditions to the rule to filter contacts based on their BU. For example, you can use conditions like "Owner's Business Unit equals BU Y."

Enable Advanced Find for Testing:

Use Advanced Find to search for contacts with the same name in both BUs. This will help you identify any discrepancies in ownership or BU assignment.

Test with Different Scenarios:

Send test emails from Contact A in BU Y and BU X to ensure that the ARC rule behaves as expected. Monitor the case creation process to confirm that the correct contact is picked up.

Review System Settings:

Check the system settings for email correlation and tracking. Ensure that the settings align with your BU hierarchy and ARC rule configuration.

Consider Customization:

If the issue persists, consider customizing the ARC rule using Power Automate or plugins. This allows you to implement more granular logic to handle cases where the same contact exists in multiple BUs.

Consult Documentation:

Refer to Microsoft's official documentation on setting up ARC rules and troubleshooting ARC issues for additional guidance.

FAQ about automatic record creation | Microsoft Learn

Set up rules to automatically create or update records | Microsoft Learn

Hope this helps some!

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Verified answer

Daivat Vartak (v-9d... 7,841 Moderator on at

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Hello PR-05031043-0,

You've encountered a classic challenge with automatic record creation (ARC) rules in Dynamics 365 when dealing with contacts in multiple business units (BUs). Here's a breakdown of the problem and how to resolve it:

Understanding the Problem:

ARC and Contact Matching: ARC rules attempt to match the "From" email address to a contact record in Dynamics 365.

BU Context: ARC rules, by default, don't inherently consider the business unit context of the incoming email or the queue it's associated with.

First Match Wins: Dynamics 365 typically uses a "first match wins" approach when finding a contact. If a contact with the same email address exists in multiple BUs, the system might pick the first one it finds, regardless of the email's or queue's BU.

BU Hierarchy and Multiple Mailboxes: Your complex environment with BU hierarchy and multiple mailboxes exacerbates this issue.

Solutions and Best Practices:

Custom Workflow or Power Automate (Recommended):

Instead of relying solely on the built-in ARC contact matching, create a custom workflow or Power Automate flow that executes after the case is created.

Workflow/Flow Logic:

Trigger: When a case is created by the ARC rule.

Get the email message associated with the case.

Extract the "From" email address.

Get the queue associated with the case.

Get the business unit of the queue.

Search for the contact with the "From" email address, filtered by the queue's business unit.

If a matching contact is found in the correct BU, update the case's "Customer" (contact) lookup.

If no matching contact is found in the correct BU, you can:

Create a new contact in the queue's BU.

Leave the contact lookup as is (if you want to handle it manually).

This is the best method, as it gives you explicit control over the contact selection.

Custom Plugin (Advanced):

Write a custom plugin that executes on the "Create" message of the case entity.

Implement the same logic as the workflow/flow solution above.

This is a more complex solution, but also a very effective one.

Modify ARC Rule Conditions (Limited):

While ARC rules don't directly support BU filtering, you might be able to add some conditions to narrow down the contact search.

However, this approach is unlikely to fully resolve the issue, as it won't explicitly filter by BU.

Unique Email Addresses (If Feasible):

If possible, try to ensure that contacts in different BUs have unique email addresses.

This eliminates the ambiguity in contact matching.

However, this is often not feasible in real-world scenarios.

Data Deduplication Rules (Less Effective):

Data deduplication rules will not solve this problem. Deduplication rules only run on the creation or update of records, and will not effect the contact lookup set by the ARC rule.

Key Considerations:

Performance: If you have a large volume of emails and contacts, optimize your workflow/flow or plugin to minimize performance impact.

Error Handling: Implement robust error handling to handle scenarios where a matching contact is not found.

Testing: Thoroughly test your solution with various email and contact scenarios.

Implementation Recommendations:

Start with the Power Automate flow solution, as it's relatively easy to implement and maintain.

If you require higher performance or more complex logic, consider a custom plugin.

Avoid relying solely on ARC rule conditions, as they are unlikely to provide a complete solution.

By implementing a custom workflow/flow or plugin, you can ensure that the correct contact is associated with the case, regardless of the contact's presence in multiple BUs.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.

My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.

Regards,

Daivat Vartak

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Mansi Soni 8,951 Super User 2026 Season 1 on at

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Hello, Hope this resources will help you
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/set-up-rules-to-automatically-create-or-update-records
https://www.crmsoftwareblog.com/2023/05/how-to-create-arc-rules-in-dynamics-365-to-manage-it-requests/

Regards,
Mansi Soni

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Vahid Ghafarpour 12,228 Super User 2026 Season 1 on at

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If any of the responses helped resolve your issue, please take a moment to mark the best answer. This helps others in the community quickly find solutions to similar problems.

To do this, simply click the "Does this answer your question?" button on the most helpful response and like the helpful posts. If your issue is still unresolved, feel free to provide more details so the community can assist further!

Thanks for being an active part of the Dynamics 365 Community!

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