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: Configure Dynamics 365 to automatically send responses to customers when the record is created.
Does the solution meet the goal?
- A. Yes
- B. No Correct
Explanation
An automatic email response is only an optional setting that runs after a record has been created. It does not create cases. To create cases from email you need an automatic record creation and update rule for the Email source type, tied to a queue that has the support email address, with a Create record step for Case, and the rule must be activated.
