Summary
The automatic record creation and update rules functionality that are available in Dynamics 365 Customer Service are powerful automation tools. These tools help organizations broaden how records are created and help simplify the case creation process. Organizations can define multiple conditions in a single rule and create records differently based on the results. When you add the flexibility that is provided by Power Automate when you are creating records, you have a highly tailorable way to streamline your case creation process.
This module examined how to create records by using the automatic creation and update rules functionality, including:
Describing the feature and reviewing instances where it might be used.
Explaining the process for defining rules by using the Customer Service Hub app.
Examining rule items, how they're used within a rule, and the process for defining them within a rule.
Explaining how Power Automate is used to create the record in the application and how to configure the Power Automate flow to manually map a contact.
Describing how to use the activity monitor to review the status of rules that are being processed.
Your next step would be to gain a deeper understanding of the features and functionality that are available when you are creating cloud flows in Power Automate. This extended learning will help you create more powerful record creation rules. Based on your organizational needs and purchased products, it might be beneficial for you to examine other aspects of Dynamics 365 Customer Service, such as Customer Service workspace and Omnichannel for Customer Service.