Microsoft Dynamics CRM Automatic Case Creation - Service Management

Automated Case Creation processes were recently introduced in Microsoft Dynamics enabling rules to be set that trigger new cases received by email.

Combined with CRM routing rules, automatic case creation provides a streamlined approach to help teams improve service delivery by removing the manual steps to convert emails into cases and assign these items.

In this post we will run through the steps to create a new ‘case creation rule’ that will automatically convert emails into cases that are sent to a service mailbox and route them to a support team.

Important: This process should only be carried out by a database administrator or a CRM user with the necessary permissions. Out of the box the Customer Service Manager, System Administrator or System Customizer roles should allocate the required permissions.

Server Side Sync / the Email Router should be configured and emails should be arriving in the desired queue within CRM.

HOW TO SET A CASE CREATION RULE

1. Navigate to Settings -> Service Management and select Automatic Case Creation Rules

2. From the command bar select the ‘New’ option to create a new rule

3. From the new rule form we can complete the rule summary information and save the record:

  • Name – Identifies the case creation rule
  • Source Type – Source channel for the rule to monitor. In this example we've selected the Email option
  • Queue – Defining which CRM queue the email route or Exchange Sync will place the email into
  • Owner – In the example above, automated cases will be assigned to a CRM service team. Note: If no routing rule is set each case created will default to this owner

4. The next element of the rule is to define the case creation conditions and response settings:

Create cases for email from unknown senders
This will create a case even if the senders email doesn't exist as a record in CRM. If unchecked the senders email must exist against an account or contact for a case to be automatically created.

Create case if a valid entitlement exists for the customer
If checked a case will only be created if the customer has a valid entitlement. For emails matched to a contact associated with a parent account this must have a valid entitlement.

Create cases for activities associated with a resolved case
Emails are evaluated to see if they are linked to an existing case. If so, the new email will be linked to the matched case record, this also applies to resolved cases.

When checked, the rule will only create a new case if the existing case is closed.

Selecting this option will prompt an additional option ‘Create case when the case associated with the activity is resolved’.

This lets you set a time period for how long the case has to be in a resolved state before a new case is created. If an email arrives before this time limit is reached it will be associated to the closed case rather than creating a new case record.

Send automatic email response to customer on case creation
Selecting this option will send an automated email to the sender of the originating email. Once checked the user is prompted to select a pre-defined CRM template that will be used to send this email acknowledgement.

Once completed save the record.

5. The next step is to add rules specific to the creation record.

These can be added under the ‘Specify Case Details’ section within the form by clicking the + button.



In the Case Creation Rule page give the item a friendly name.

For this example we've created a single rule called ‘Primary Rule’ but multiple conditions items can be defined within a rule.

Each rule item gives the ability to set additional conditions and default case values, this includes setting case priorities based on a customer type.

In the example below, we are checking that the email was inbound and that the sender was not the queue we are already monitoring.

For the case properties, we've defaulted the case subject to ‘Auto Created’ so we can easily identify each case that is created by the rule.

Once complete click Save and Close to return to the Case Creation Rule

6. The final stage of the process is to activate the rule. Until the rule is activated it won’t be applied to any new emails.

Simply click Activate from within the command bar to switch on the rule.

Once activated the rule is live and monitoring the queue.

We hope you find this is another Dynamics CRM function that is beneficial in helping you improve your service processes. Please contact Preact to find out more about configuring automated case creation rules.