Question
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
You are a Dynamics 365 Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the support@contoso.com email address.
Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure autoresponse settings.
Does the solution meet the goal?
- A. Yes
- B. No Correct
Explanation
Choosing the Email source type and a queue is required, but on its own it does not create anything. The rule also needs a rule item with a Create record step for Case, and it must be activated, and the queue must carry the support email address. Autoresponse settings only send a reply after a record is created, so this solution leaves out the part that actually creates the case.
