Microsoft Dynamics 365 Customer Service Plug-ins Configuration

18 Questions

What is the correct feature in Dynamics 365 Customer Service to automatically create cases from incoming emails?

Routing rules

Which feature in Dynamics 365 Customer Service can automatically route emails to the appropriate queues, teams, or users?

SLA Rules

In Dynamics 365 Customer Service, what is the purpose of plug-ins?

Extend the system's functionality with custom code

Which feature in Dynamics 365 Customer Service allows for user-friendly automatic creation of cases from emails without manual intervention?

Routing rules

What is a suitable option for customers who want to create cases via email in Dynamics 365 Customer Service?

Integration APIs

Which extension type in Dynamics 365 can be used by custom code to perform various actions in response to system events?

.NET Plug-ins

What functionality does the second answer refer to?

Creating cases from emails without any additional configurations

What is the main concern raised by 'bilalmaqsood' in their comment?

The absence of plug-ins in the provided script for creating cases from emails

According to 'OmegaA', why is the provided plug-in link not suitable for their situation?

The plug-in is designed for creating non-case records

What does 'Jakerboy' point out as being 'old CRM functionality'?

Setting up routing rules for case management

What does 'Marski' suggest in their comments regarding the ongoing conversation?

Repetition of questions on automated case creation

Based on 'MiZi's comment, what is not required to create a case from an email?

Utilizing any plug-in

Which of the following accurately describes Routing Rules in Dynamics 365 Customer Service?

Routing Rules determine where the request goes but do not create anything

What is the primary function of Automatic Record Creation Rules in Dynamics 365 Customer Service?

Automatically create cases from incoming emails

Why are Routing Rules not suitable for creating cases from incoming emails in Dynamics 365 Customer Service?

Because Routing Rules are specifically designed for routing requests, not creating records

What role do Plug-ins play in Dynamics 365 Customer Service according to the provided text?

Plug-ins are correct for second question as Routing Rules

How do Custom Code Extensions relate to Automated Case Creation from Emails in Dynamics 365 Customer Service?

Custom Code Extensions are used to create cases automatically from emails

What is the main difference between Routing Rules and Automatic Record Creation Rules in Dynamics 365 Customer Service?

Routing Rules determine where the request goes, while Automatic Record Creation Rules create new records automatically

Study Notes

Automatically Creating Cases from Emails in Dynamics 365 Customer Service

Routing rules can automatically process and create cases from incoming emails, among other types of records.
They can be configured to route emails to the appropriate queues, teams, or users, and apply conditions and actions to incoming emails.
Routing rules allow for the automatic creation of cases from emails without the need for manual intervention.

Limitations of Routing Rules

Routing rules determine where the request goes, but they do not create new cases.
They can route cases to queues, users, or teams, but they cannot create cases from emails.

Automatic Record Creation and Update Rules

Automatic record creation rules can create new case records automatically from different types of records in the application.
For example, when a new email is received, a rule can automatically create a case record and populate the details of the case based on who sent the email.

Plug-ins vs Routing Rules

Plug-ins are custom code extensions that can be used to perform various actions in response to events within Dynamics 365 Customer Service.
Plug-ins can be used to extend the functionality of the system, but they are typically not used directly by customers to create cases via email.
Routing rules are a more suitable and user-friendly option for automatically creating cases from emails.

Omnichannel for Customer Service

Omnichannel for Customer Service Plug-in is not a suitable option for automatically creating cases from emails.
It is related to out-of-the-box dashboards and not relevant to this specific requirement.

Learn about the configuration of automatic record creation and update rules, out-of-the-box dashboards, and plug-ins in Microsoft Dynamics 365 Customer Service. Explore how to set up routing, utilize plug-ins correctly, and access relevant documentation.

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