Dynamics Community Forum Thread Details

Use Case Management to Auto-Populate Lookup Fileds e.g Customer when Auto Creating a Case

Hello All,

I am having an issue using the AI features of the Case Management Agent to auto-populate fields when I click on Create Case after a convesation either via voice or live chat
to create a case.

I always have to manually input the customer, before saving and closing the case.

The incoming messages always shows as Visitor 1, I have tried using pre-chat surveys to capture firstname and last name and email, but it still does not map to the
customer.

I have enabled fields for AI prediction but it still does not populate

Any help would most appreciated;

NB: If you can help on how to create cases autonomously without having to click on the create case button, that will be most helpful.

Thank you

Categories:

Dynamics 365 Contact Center

Case Management Agent

Dynamics 365 Customer Service

Hello

Here is how you can resolve both issues regarding mapping the customer field and automating case creation

Fix Pre Chat Survey Mapping to Customer Field

Pre chat survey data sits in conversation context variables and does not automatically map to the Case lookup without explicit identification rules

Configure Customer Identification

Go to Customer Service admin center then Customer Support then Customer Identification Rules Create a rule to search for an existing Contact or Account using the pre chat survey email or phone number Once the system links the conversation to a contact the Customer lookup will auto populate upon case creation

Why AI Prediction Fails Here

AI field prediction works well for text or option sets but struggles with Lookup fields like Customer because lookups require a strict GUID It is better to rely on identification rules or ARC mapping rather than AI prediction for lookups

Create Cases Autonomously Without Clicking Create Case

To bypass the manual button click completely you should use Automatic Record Creation and Update Rules ARC

Step by Step Setup

Go to Customer Service admin center then Case Settings then Automatic record creation and update rules then click New

Set Source Type to Chat or Omnichannel

Define your Condition Criteria such as when a conversation is initiated or enters the queue

Under Configure Actions set the action to Create a record then Case

Map the fields by setting Customer Case equal to Contact Conversation which is populated via your identification rule or pre chat survey

Activate the rule

This will automatically instantiate the case in the background as soon as the session begins

Best regards

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