Learn how to troubleshoot the issue of Dynamics 365 Customer Service not creating cases from customer emails. Discover the correct steps to fix the permissions problem and pass your MB-230 certification exam.
Table of Contents
Question
A company uses Dynamics 365 Customer Service.
Many customers use email to submit case requests.
You create a rule that will automatically create cases for any email sent by existing customers to an incoming support queue.
After you activate the rule, no cases are created.
You need to investigate the issue.
What should you do?
A. Change the owner to someone who has correct permissions.
B. Modify the rule to always require an active entitlement to create cases.
C. Modify the rule to allow the creation of cases from unknown senders.
D. Modify the rule to wait longer before creating a case after receiving emails from existing cases.
Answer
A. Change the owner to someone who has correct permissions.
Explanation
This item tests the candidate’s knowledge of automatically creating case records.
When you create cases by using automatic record creation and update rules, you must specify a user account for the rule to run by using the account permissions. If the specified user does not have the necessary permissions, the rule will not perform its actions. The Allow emails from unknown senders setting only allows the ability for cases to be created from people who are not in your company’s contacts. The Require a valid entitlement on the connected case setting will first check to see if the email is coming from someone who has an existing entitlement before attempting to create a case. The Wait for a specific amount of time after the connected case has been resolved setting specifies how long to wait when receiving an email related to an existing case before treating it as a new case.
Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification exam assessment practice question and answer (Q&A) dump including multiple choice questions (MCQ) and objective type questions, with detail explanation and reference available free, helpful to pass the Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 exam and earn Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification.