Automatically create or update records in Customer Service Hub

In Dynamics 365 Customer Service Hub, you can automatically create or update system or custom records from incoming activities, such as emails, social activities, and custom activities. In this section, you will learn about creating rules for automatically creating records for cases from incoming emails.

Set up rules for creating or updating records automatically

Every organization has multiple applications to capture customer interactions. The ability to channel external data into the Common Data Service platform records can significantly improve the efficiency of your sales, marketing, and service teams, and increase the quality of your data. You can now direct this data from various applications and external sources into the Common Data Service platform with the help of record creation and update rules.

A record creation and update rule consists of rule items that define the conditions for creating or updating records, and also defines what actions or steps to take on the records.

Activities and entities supported by rules for creating or updating records automatically

By default, Dynamics 365 Customer Service supports creating records from the following activities:

  • Email
  • Social activity
  • Task
  • Phone call
  • Appointment
  • Service activity
  • Custom activity

These activities can be converted to any default (system) entity records or custom entity records. For example, you could create a lead, opportunity (system record), or incident (custom record) from an incoming email.

Prerequisites

Make sure that the following prerequisites are met:

  • Permission or role to create rules
  • Information on the queues for which you want to create the rules

Configure rules for creating or updating records automatically

You can configure a rule that when active will be run for incoming emails. Using the feature to create rules, you can define the conditions when a rule can be run.

  1. In Customer Service Hub site map, go to Service Management, and select Automatic record creation and update rules. The Record creation and update rules page appears.

  2. Select New. The New Record Creation and Update Rule page is displayed.

  3. On the Basic tab, in Step one details, enter the following details:

    • Rule name: Enter a name for the rule.
    • Queue to monitor: Select a queue 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 Email in the list.
  4. Select Save. The Step two: conditions to evaluate and actions to take area is enabled.

    Automatically create record rule

  5. In Step two: conditions to evaluate and actions to take, select New. The Condition builder page is displayed.

  6. Perform the following steps:

    a. In Condition > Condition name, enter an intuitive name.

    b. In Condition that must pass to continue (pass if blank), select Add. c. Use the following options To define the criteria for the rule to be evaluated:

    i. Add row

    ii. Add group

    iii. Add related entity

  7. In Actions to take > Record to create, make sure the value is Case. A case will be created if the conditions specified are met for the email activity.

  8. In Configure in Microsoft Power Automate, select Save and open in Power Automate. The Power Automate application opens in a new tab where you can configure criteria that must be evaluated for the email activity. To learn more about using Power Automate, see the documentation for Power Automate.

  9. Select Save & Close. The condition builder is closed.

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

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

Automatically create record rule configured

Note

The rule will be in the draft status till you activate it.

Configure advanced settings for rules

On the Advanced tab of the Record creation and update rule page for a rule, you can configure actions that can be automatically performed before the conditions for the rule are evaluated.

  1. On the Automatic record creation and update rules page, select the rule in the list that you want to update. The <rule_name> page appears.

  2. Select the Advanced tab, and do the following in Before evaluating conditions:

    • Allow emails from unknown senders: Set it to 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.

      This option, in conjunction with the Automatically create records in Dynamics 365 for Customer Engagement option in the rule owner's Personal Options, determines whether a case and contact record is created. To learn more, see Set personal options.

    • Manage unknown senders by: Select one of the following options:

      • Creating a new contact automatically: Specify if you want a contact to be created automatically.
      • Mapping in Power Automate manually: Specify if you want to evaluate and set up the resolution for the contact in Power Automate.

        Important

        If you select to map the contact manually, make sure that you create a mapping in Power Automate for the customer field. More information: Manually map a contact in Power Automate

    • 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.

      If the sender of the email is a contact with a parent account, the Common Data Service platform creates a record if the contact’s parent account has a valid entitlement, and the contact is listed in the Contacts section of the entitlement or if the Contacts section is empty (which means the entitlement is applicable to all contacts for the customer).

    • Wait for a specific amount of time after the connected case has been resolved: If you select Yes, select a time value in the Select the amount of time box that appears.

    If set to no, a case will be created even if a related case exists. When set to yes, no new case will be created till the specified period of time lapses after a related case is resolved. For example, if you have set the value to yes and specify one hour, and a case exists for a printer issue, when a mail comes for the same printer issue, another case will not be created till one hour lapses after the existing printer issue case is resolved.

  3. In Advanced settings, by default the user who is creating the rule is listed in the Owner whose permissions the rule uses to run box. You can add more users or change the default value.

  4. Select Save or Save & Close.

Activate a rule for creating or updating records automatically

For any record creation and update rule to apply to a matching incoming activity, after you add the rule items, you must activate the rule.

Change the order of rule items to be evaluated

The rules are run in the order they are listed in the rule items list. If the incoming activity matches the condition specified in the rule item one, the case is created and the rest of the rule items are not evaluated. If more than one rule item exists for a rule, you can reorder the rule items.

Use activity monitor to review and track rules

You can review and track the health of the automatic record creation rules and resolve issues around them. By default, the activity monitor captures failed events. You can customize the events that you want to monitor by using the monitor options in the application.

Important

The activity monitor tracks the rules only till they are evaluated in Customer Service Hub before the rule is run in Power Automate.

The following details are available for the rules:

  • Current state: Displays the state, such as, Failed, Skipped, or Ready for Power Automate.
  • Rule name: Name of the record creation rule.
  • Monitored activity type: Activity type, such as email, task, or appointment.
  • Monitored activity item: Displays the subject of the activity type.
  • Condition name: The name of the condition in which the issue occurred.
  • Reason: Displays information on how the rule was handled. For example, if the value in Current state for a rule is Skipped, no action would have been taken because the rule condition, such as Allow email from unknown senders was set to No. Therefore, no further action was required for the rule.
  • Evaluated on: Displays the date and time of the issue.

Perform the following steps to use the activity monitor for the rules:

  1. On the Record creation and update rules page, select View activity monitor on the command bar. The Activity monitor for record creation and update rules page displays the list of rules with their statuses.

  2. Use the Advanced filters option to narrow down the view to list rules, such as list only those rules that match a specified condition.

  3. Double-click a rule or activity to view the activity monitoring summary that is displayed on the Activity monitor <rule_name> page.

    Note

    • Use the browser navigation option to go back to the previous page.
    • If you navigate to an active rule from the activity monitor page, a message appears stating that the rule is active and therefore is read-only.
    • The legacy rules will also be monitored and listed on the activity monitor view.
  4. Perform the following steps to select the states you want to monitor:

    1. Select Monitor options on the command bar. The Monitor options dialog box appears.
    2. Select any or all the following states:
      • Ready for Power Automate / workflow
      • Failed
      • Skipped

How do record creation and update rules work with queues

In a record creation and update rule, when you specify a queue for a source type, any incoming activity from that source is added as a queue item for that specified queue. That is, if a rule for a particular source activity and queue combination is active, the rule processes the incoming activity on that queue to create or update records.

For an email source type, specifying a queue is mandatory. For all other source types including custom activities, it is optional.

Note

When an automatic record creation (ARC) rule is applied to an Email queue item, it gets deactivated.

Manage automatic record creation and update rule from a queue form

You can create or manage an automatic record creation and update rule from a queue form. To learn more, see More information: Create or change a queue

Manually map a contact in Power Automate

Perform the following steps in Power Automate to manually map a contact:

  1. Edit the rule in which you want to configure the manual mapping.

  2. On the Condition builder tab, select Save and open Power Automate. The Power Automate workflow opens on a new tab.

  3. In the Create a record (don't rename this step) step of the workflow, specify the required value in the Customer (Contacts) box.

  4. Make sure that you remove the default mappings from Contact (Contacts) and Customer (Accounts).

    Configure manual mapping for creating contact

    Important

    If you want to map an account, make sure that you remove the default mappings from the Contact (Contacts) and Customer (Contacts) boxes and specify only an account in the Customer (Accounts) box for the workflow to run without errors.

  5. Save and close.

See also

Create and manage queues
Create rules to automatically route cases