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 Service activity, and then select the queue.
Does the solution meet the goal?
- A. Yes
- B. No Correct
Explanation
The rule's source type has to match the incoming activity, which here is Email. A rule with the Service activity source type never processes email messages that arrive in the queue, so it cannot create cases from mail sent to the support address.
