Configure Automatic Case Creation for Emails with Support Contracts

D.

To configure automatic case creation for emails received by customers who have a support contract in Dynamics 365 for Customer Service, you should select option 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.

Explanation:

In Dynamics 365 for Customer Service, automatic record creation and update rules can be set up to automate the creation of records from incoming emails. An entitlement is a type of contract that defines the level of support a customer is entitled to receive. By configuring the rule to create a case only if a valid entitlement exists, you can ensure that cases are only created for customers who have a support contract.

Here are the steps to configure automatic case creation for emails received by customers who have a support contract in Dynamics 365 for Customer Service:

1. Go to Settings > Service Management > Automatic Record Creation and Update Rules.
2. Click New Rule.
3. Enter a name for the rule, such as "Automatic Case Creation for Emails from Entitled Customers."
4. Set the Source Type to Email.
5. Under Conditions, select Entitlement from the drop-down list and choose "Has Value."
6. Under Actions, select Create Record from the drop-down list and choose Case.
7. Configure the remaining options as desired, such as setting a default case title and assigning the case to a specific queue or team.
8. Click Save and Activate the rule.

Once the rule is activated, any incoming emails from customers with a valid entitlement will automatically create a case in Dynamics 365 for Customer Service. This can help streamline the support process and ensure that entitled customers receive prompt attention to their support requests.