Image Courtesy of Microsoft Learn – Case Creation Automation

In the Microsoft Learn unit, “Considerations for case creation automation,” we continue to put our conceptual knowledge of Microsoft Dynamics 365 for Customer Service to work and apply it to our everyday processes.

This unit teaches us how to automate the case creation process to create more effective workflows and business process flows for customer service agents in our organization.

For specific customer service instances, many organizations prefer them to be automated. To make the automation process more efficient, they may mask cases with an alias until it is assigned to a particular rep, such as

The cases sent to the alias you designate should be automatically created in Microsoft Dynamics 365 for Custoemr Service and associated with the customer who sent the email once you set up automatic record creation. 

Microsoft Dynamics 365 Customer Service

To do so, follow these steps:

  1. Navigate to Settings > Service Management
  2. Create a rule by defining an activity source type for it
    • Out of the box, Microsoft Learn says that Microsoft Dynamics 365 for Customer Service offers its customers the following activities that can be automatically converted to cases:
      • Appointments
      • Campaign Resources
      • Emails
      • Faxes
      • Letters
      • Phone Calls
      • Service Activities
      • Tasks
      • Social Activities
      • (Microsoft notes that “custom activities that are created for an organization can also be converted by using the creation rules.”)
  3. Next, you will define a specific queue that the rule will monitor for items of that type
    • Microsoft reminds us that multiple rules may be defined for a single source type, such as email, but each rule can monitor in a different queue.
    • Another pro tip Microsoft shares is that while we can create multiple rules for a single source type, it’s still important that we only have one active rule for the same source type and queue at any time. (They provide a use case for this within the unit.)
  4. When the source type is set to Emails, additional conditions you may set include:
    • Create records for email from unknown senders…
    • Create case if a valid entitlement exists for the customer…
    • Create cases for activities associated with a resolved case…
  5. Once you define the specifics of your rule, you must save it before you can define the creation and update details. With email-to-case, for example, you may have three rule items for different customer levels that Microsoft defines within the unit.
  6. Each of the rules you define have different conditions and actions. Save the rules before moving on to conditions and actions to see what is available.
  7. Conditions, Microsoft reminds us, are “specific contents in the activity that’s being converted to a Dynamics 365 record, or in records that are related to it.”
  8. “Multiple items can be specified in a single condition, and condition items can be specified as either AND or OR conditions,” depending on the objectives of the business.
  9. Next, you will move on to Actions, which have two sections. The first lets you create new records, and Microsoft says is most often used in instances where a case should be created. You may update related information on an account record or start a workflow, for example.
  10. Microsoft reminds us that when records are created, we can dynamically fill in information on that record based on content from other records.
  11. Finally, once rules are applied, Microsoft Dynamics 365 for Customer Service begins to check items to see if they match the rule, and they are applied in the order you set within your ecosystem.

Dive into the details of this process when you begin the unit yourself here!

Within this module, we advance our journey forward with Microsoft Dynamics 365 for Customer Service and begin to apply the basics of what we’ve learned in other modules to work.

Get started with this educational lesson here.

If you would like more assistance getting started with Microsoft Dynamics 365 applications, reach out to our team. We’re happy to help you, whatever phase of the CRM journey you find yourself in.


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