By Sarah Jelinek (@Dyn365Diva)
“If you are doing the same thing more than once, you are spending too much time doing it.” I am sure someone famous said that otherwise I would take credit for the quote. That is one phrase that rings through my head when I look at implementing Customer Service in Dynamics 365. I know there are areas in Dynamics 365 for Customer Engagement where we can automate and alleviate someone from tedious, repetitious work.
This is where one of my favorite features saves the day. It is Automatic Record Creation and Update Rules. This feature, when configured, will automatically create the record of your choosing from an Activity record. Think of all the emails that your support mailbox may receive. Utilizing Automatic Record Creation and Update Rules will eliminate the need to have someone create a case for each email. The system can be configured to create a case using the contents of the Email Activity.
This gem is located under Settings -> Service Management in Dynamics 365/CRM. This feature has been available since the Dynamics CRM Online 2013 Spring Release and Dynamics CRM 2015 on-premise. It’s not a new concept to Dynamics. The concept of automatic record creation from Activity records has been around for a long time. I had implemented this in Dynamics CRM 3.0. It just didn’t have a unique interface and its own configuration records. It was achievable by creating Queues and Workflows.
Now in Dynamics 365/CRM, you can use a more structured approach to creating these rules. Let’s look at a high-level process for creating an Automatic Record Creation and Update Rule:
1. Determine the source record type to use. You can choose to create records from Email, Phone Calls, Tasks, or Social Activities to name a few of the Activity options available.
2. Select the Queue where the source Activity records will reside. This Queue will need to be created and configured first if you are using one in the rule. You may not use a Queue if you are creating records from Social Activities.
3. Specify the conditions for record creation. This can vary based on the source Activity you specify. For example, when you use Email or Social Activity, you can designate whether to create records for unknown senders, or blocked social profiles.
4. Specify Record Creation and Update Details. This is where the heavy lifting is done. Most of the thought and work will go into these details. You can create and update more than one than one record if you choose to do so. Multiple conditions and actions can be configured. You might have one detail record configured to create a Lead based on conditions and another configured to create a Case.
5. Activate the rule. For the rule to take effect, it does need to be activated. This gives you the ability to enable and disable the rule to make changes as your business needs change.
In subsequent posts, we can dive deeper into the configuration of Automatic Record Creation and Update rules. You can get started by thinking about what records you want to automate the creation of in Dynamics 365/CRM.