Resolve issues with recommendations in activity monitor
Important
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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Admins, makers, marketers, or analysts, automatically | - | - | 
Oct 6, 2023 |
Business value
Organizations use automatic record creation rules to create cases automatically from incoming emails. For instance, when an email doesn't get converted to a case, administrators use the activity monitor tool to diagnose events and resolve them. Easy discoverability of the view helps administrators to quickly locate the email or task to case conversion events for the past seven days and resolve any issues. Until now, the activity monitor view has been used to display the reason why case creation failed or was skipped. With this enhancement, the activity monitor view also provides recommendations to resolve case-creation issues, which helps administrators take quick actions and solve their issues independently.
Feature details
This feature provides the following capabilities for administrators:
- View the count of email or task to case conversion events that were skipped, failed, and successful for the past seven days on the customer support Overview page in the Customer Service admin center app.
- Use the new view to show the conversion events for the past seven days. Administrators can navigate to this view from the Overview page or switch to this view using the view selector.
- View the additional column in the activity monitor view, with recommendations for each event, and resolve customer issues independently.
Geographic areas
This feature will be released into the following Microsoft Azure geographic areas:
- Germany
- US Sec
- US Nat
- Norway
- Singapore
- South Africa
- Switzerland
- United Arab Emirates
- United States
- Europe
- Asia Pacific
- United Kingdom
- Australia
- Brazil
- Canada
- India
- Japan
- France
- Korea
- China
- US Gov
- US DoD