MB-230 · Question #181
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 h
The correct answer is B. No. Create an automatic record creation and update rule. Set the Activity type to Email, and then select the queue. Configure conditions for record creation. [Best] Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure
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. After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen. You are a Dynamics 365 Customer Service system administrator for Contoso, Ltd. You need to automatically create cases from emails sent to the [email protected] email address. Solution: Create an automatic record creation and update rule. Set the Activity type to Email, and then select the queue. Configure autoresponse settings. Does the solution meet the goal?
Options
- AYes
- BNo
How the community answered
(42 responses)- A14% (6)
- B86% (36)
Explanation
- Create an automatic record creation and update rule. Set the Activity type to Email, and then select the queue. Configure conditions for record creation. [Best] * Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure conditions for record creation. [Next best] It is Activity type, not Source Type, but it is close enough. * Create an automatic record creation and update rule. Set the Activity type to Email, and then select the queue. Configure autoresponse settings. Not autoresponse. * Create an automatic record creation and update rule. Set the Source type to Service activity, and then select the queue. Email not service activity. * Configure Dynamics 365 to automatically send responses to customers when the record is * Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure autoresponse settings. Not autoresponse. Note: Dynamics 365 Customer Service Automatically create a case from an email in web client Create cases automatically using rules 1. In the site map of Customer Service admin center, go to Case Settings > Automatic record creation and update rules > Manage. 2. To create a new case creation rule, select New. 3. Type or modify information in the fields. * Rule name: Type the name of the queue the rule is defined for. *-> Activity type to monitor: Select Email to indicate that cases will be created automatically from * Queue to monitor: Select the queue that the rule applies to. 4. In the conditions to evaluate and actions to take section, select the conditions for creating the case automatically. You can add multiple conditions here and arrange them in the desired order. The conditions are considered in the same order. Only one item that has conditions matching the incoming email is applied. https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer- service/automatically-create-case-from-email
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