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Automate case creation from email inbox but no contact creation if unknown sender

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Posted on by Community Member Microsoft Employee

Hello,

Calling D365 CRM experts! I have this requirement: We are creating cases from an email inbox, and in case the contact is in the database through its primary email, we associated it to the case. This is perfectly fine.

Problem is, this inbox has a lot of spam so we don't want to mess up the contact database with thrash records. So the requirement is, if sender is not a CRM contact, only the case will be created. Is it any configuration available to get this done? I've gone through the documentation and played with the two config settings - queue record creation and user preference email configuration - but no luck.

Thanks a lot for any hint or help :)

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gtwynstra 510 on at

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RE: Automate case creation from email inbox but no contact creation if unknown sender

You could try set up an incoming Queue which would automatically associate the email to the Contact record (set the "Convert Incoming Email" field to "Email messages from Dynamics 365 Leads, Contacts and Accounts"). Then you could configure an "Automatic Record Creation & Update Rule" from the Queue to automatically create a Case record if the email Regarding field is set. Problem might be that all the spam emails will end up as Email Activity records in D365. Just a thought...