Question
You manage Dynamics 365 Customer Service.
You need to configure automatic case creation for emails received from customers who have a support contract.
What should you do?
- A. Configure service level agreements to be on hold until a call can be made to the customer.
- B. Create an automatic record creation and update rule. Set the source type to email. Configure the rule to send automatic email responses to customers when records are created.
- C. Create an automatic record creation and update rule. Set the source type to service activity. Configure the rule to send automatic email responses to customers when records are created.
- D. Create an automatic record creation and update rule. Set the source type to email. If a valid entitlement exists, configure the rule to create a case. Correct
Explanation
Automatic record creation and update rules with the Email source type turn incoming emails into cases, and the rule can be limited to senders who have a valid entitlement, which represents the support contract. Sending automatic responses does not restrict case creation to contract customers, the service activity source type does not process incoming email, and SLA hold settings have nothing to do with creating cases.
