AUTOMATIC CASE CREATION THROUGH EMAIL IN DYNAMICS 365

October 14, 2021

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In Dynamics 365, you can automatically create records such as cases and leads from incoming emails.
Approach to achieve this requirement:
1. Create a Queue
2. Mailbox Configuration
3. Automatic Record Creation and Update Rules

1. Create a Queue
NAVIGATION STEPS:
Step 1: Create a Queue and provide the following details:

Name
Type
Incoming Email (Dynamics 365 will monitor this email to see When a new case email comes in).

2. Mailbox Configuration
NAVIGATION STEPS:
Step 1: Navigate to Settings -> Email Configuration -> Mailboxes

Step 2: Click on your Active mailbox. Now, a screen will be displayed which will automatically populate some of the details like name, email address, owner etc. You’ll have to set some of the additional information. They are:
Server Profile: Select the server profile which we have created just now.
Incoming Email: Set this option to Microsoft Dynamics 365 for Outlook.
Outgoing Email: Set this option to Server-Side Synchronization or Email Router.
Appointments, Contacts and Tasks: Set this option to Microsoft Dynamics 365 for Outlook.

Step 3: Select the Queue which was created earlier in the Regarding field.

Step 4: Save and Approve Email.
Step 5: Test and Enable Mailbox.

3. Automatic Record Creation and Update Rules
NAVIGATION STEPS:
Step 1: Navigate to Advance Settings -> Service management -> Automatic Record Creation and update rules
Step 2: Select New as shown below

Step 3: Provide the Rule name
Step 4: Select the Monitored activity type as “Email”
Step 5: Select the Queue which was created earlier.

Step 6: When we receive an Email to our mailbox, we will send an auto response to the customer by checking send automatic email response to the customer on record creation: