You manage Dynamics 365 for Customer Service. You need to configure automatic case creation for emails received by 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 Answer is D
In Settings > Service Management> Automatic Case Creation Rules> New Record Creation and Update Rule > SPECIFY CONDITIONS FOR RECORD CREATION > Create case if a valid entitlement exists for the customer
You must select "Create case if a valid entitlement exists for the customer" to Yes to check for customers who have a support contract.
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