Using Automatic Record Creation and Update Rule We can create records like case , lead , Contact, etc from the email received in CRM.

We can also send automatic response to the email received example, Dear customer, A case is created e.t.c

The scenario is When an Email is received to a ServiceSupport Queue System should automatically create a Case (or lead) then Send an Auto response email saying
“Dear Customer, We have created a case for this and our customer service agent will contact you in 24 hours, thanks”

So we have

• A ServiceSupport queue where we are receiving email.
• Then on that Queue itself or from service management, we will create  ” Automatic  Record  Creation and  Update  Rules “
• in “Automatic Record Creation and Update Rule”, we will “Specify Autoresponse  Settings” for auto-response email
• then we will “Specify Record Creation and Update Details” to add create action and conditions

We can create a new Queue if not already present

1. Navigate Setting -> Business Management -> Queues

   

2. Create a new Queue with email ID (remember we are not creating user as if support user is in created in the system it will have its own queue) also when queue is created it creates it mailbox

   

3. Once done Approve email then Test and Enable Mailbox

   

There are 2 ways to create “Record Creation and Update Rule”

1. Create a form Setting -> Service Management -> Select Automatic Record Creation and Update Rules
2. 2nd Way is to go to Quote and create ” Record Creation and Update Rule ” from subgrid

   

3. Fill in values as below

   

1. In Step three of ” New Record Creation and Update Rule” , There is a option to select Automatically reply to email = yes
2. Select an Email Template in lookup.
   Example: “Dear Customer, We have created a case for this and our customer service agent will contact you in 24 hours, thanks”

Once all Step above are saved, Go to Subgrid ” step two: Condition to Evaluate and Actions to take ” and for Legacy Web Client it will be “Specify Record Creation and Update Details”

1. Open ” RECORD CREATION AND UPDATE RULES”  once saved , click new from “SPECIFY RECORD CREATION AND UPDATE DETAILS”
   NOTE: Try doing this from the Legacy app as it might give error

   

2. Fill in details like Name and add conditions: Conditions are almost the  same as we add in Workflow or advance find query

   

3. Now we will add action, click Add Step, and select create a record. we will be presented with a list of entities , in our case, we will select case,

   

4. Once Done Save and Close the record.

Last Step is to Activate the Automatic Record Creation and Update Rule