The first step in setting up the ‘from e-mail to case’ process is to update the general e-mail settings. For that we are switching to the old Dynamics 365 interface. From any model app you can access this classic interface via Advanced settings.
Go to the Administration, System Settings
The Microsoft Exchange Online server profile is already created by default. Set incoming email to Server Sync.
Create the Shared mailbox queue
Go to Customer Service Admin app
Next go to Queues and click on basic queues
Click on new
Add name to the queue and add the customer support mail where we receive mails and also add the mailbox
Next add the members to give access to the queue
Next click on Approve Email the queue
Next go to the Advanced Settings > Email Configurations
Next open the record
Next Approve Email and next Test & Enable Mailbox
After couple of minutes, it will get success
Next create rule for email to case creation
Add a name
In step two add a condition
Set it as subject contains data and once saved it will create a Power Automate flow automatically
Open the flow Click continue and then Save
Next go back to the Record creation and update rule
If you want to reply automatically to the received mail, Select Yes and then select the Email Template.
Next in the Advanced tab select the “Allow emails from unknown senders” as Yes and select it as “Creating a new contact automatically”
Now Activate the rule
Now send a mail to the customer service mail we have given to test
Mail received to the queue and case is created, also contact created
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