Automatically create and update records

The new enhancement in Dynamics 365 Customer Service will enable a new record creation administration experience in Unified Client Interface. Records can be created or updated from incoming activities such as emails, social activities, and custom activities. This new experience uses Microsoft Power Automate and provides an easy-to-use interface to create or update conditions and actions.

This feature will channel external data into the Common Data Service platform and significantly improves the efficiency of your sales, marketing, and service teams while increasing the quality of your data. It supports activities such as Email, Social activity, Task, Phone call, Appointment, Service activity, Custom activity for creating records.

Rules Configuration for creating or updating records automatically:
In the change area section from Customer Service Hub, select Service Management > Automatic record creation and update rules. Click on New.

A new Record Creation and Update Rule record opens. On the Basic tab, enter the Step one: details as follows: 

  • Rule name: Enter a name for the rule. (E.g. Email to case)
  • Queue to monitor: Select a queue (E.g. Super Grid Issues) on which the rule will be activated. For email activity, you must select a queue to be able to activate the rule.
  • Activity type to monitor: Select the required Activity for your Rule. (E.g. Email).Click on Save.

Note: In our example, we are considering a scenario of creating a case record for an incoming email when the set rules and conditions are met. You can explore other scenarios such as creating a lead, opportunity, or incident (custom record) from an incoming email.

Step one: details are saved as above.
The Step two: conditions to evaluate and actions to take area is enabled. Click on New.

The Condition builder page is displayed. Enter the input value (E.g., Email to Case) in Condition name.
In Condition that must pass to continue (pass if blank), use the following options that appear when you select Add to define the criteria for the rule to be evaluated in 3 ways i.e., Add row, Add group, Add related entity.

In Actions to take area -

  • Make sure the value is Case in Record to create. A case will be created if the conditions specified are met for the email activity.
  • In Configure in Microsoft Power Automate, select Save and open Power Automate. Click on Save > Close.
  • In the Power Automate web client, you can configure the actions. In this example, create a case record when the record creation and update rules are met.

The Condition named Email to Case is created in Step two: conditions to evaluate and actions to take as shown.

You can create as many rules as you want and set the order. You can change the order of Rules as per your requirement of condition processed (E.g. select the Rule which can be processed first and then click on Move up button). Now, Email to Case followed by another rule (E.g. Rule 2) is processed.

In Step three: additional actions to take after matching with a condition, select an option based on your requirement for Automatically reply to email.

If you select Yes, select an email template in the Select email template list box.

Configure advanced settings for rules:
In Advanced tab, Before evaluating conditions are as follows:

  • Create records for email from unknown senders: Select yes if you want records to be created when email messages arrive from senders whose email addresses aren't present in any records. A contact record is also created.
  • Require a valid entitlement on the connected case: If you select Yes, the Common Data Service platform creates a case only if an active entitlement exists for the customer.
  • Wait for a specific amount of time after the connected case has been resolved: If select Yes, select a time value in the Select the amount of time field. And, new case will not be created till the specified period of given time (E.g. 5 hours) lapses.If select No, a case will be created even if a related case exists.
In Advanced settings, by default the user who is creating the rule is listed in the Owner whose permissions the rule uses to run. You can add more users or change the default value. Click on Save.

Activate a rule for creating or updating records automatically: For any record creation and update rule to apply to a matching incoming activity, you must activate the rule.

Note: The Rule will be in the draft status till you activate it.

Queues:  In Dynamics 365 Customer Service, queues are containers used to store anything that needs to be completed or requires an action (E.g. Completing a task or closing a case).Two types of Queues:
  • Private queues: These queues allowed with limited set of members to help those members easily view the queue items in queue.
  • Public queues: These queues allowed everyone in organization view the queue and all the queue items in it.

Note: Make sure that you can have the Sales or Marketing Manager, Customer Service Manager, System Administrator, or System Customizer security role or equivalent permissions.
Create a Queue: In the Customer Service Hub sitemap, select Service Management and select Case Settings > Queues. select New.

In the Summary tab -
Enter the input value for Name field (E.g. Super Grid Issues).

In the Type field, you can choose private or public queue. If private is selected, it will allows only a specific set of people by adding them in the MEMBERS section.
The email address you can enter in the Incoming Email field receives all messages sent to the queue.

In EMAIL SETTINGS section, you can choose which messages to track as activities in the Convert to email activities drop-down list. 
In Mailbox field, a mailbox record (E.g. Super Grid Issues) for the queue is automatically created and selected as soon as you save the queue record.

In Record creation and update rules section, add a Record Creation and Update Rule record (E.g. Email to case). By using these rules, you can automatically create or update the system or custom records from incoming activities such as emails, social activities, or custom activities. Click on Save.

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