Automatic Record Creation and Update rules enhancements in Dynamics 365 Customer Service – 2020 Release wave 1

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2020 Release Wave 1 adds the new enhanced experience which includes easy to use interface and Power Automate in the Unified Client Interface for automatic record creation and update rules.

The option of creating the rules is added in Service Management à Case Settings Section

The old interface for creating the rule à

The new interface à It includes two tabs (basic and advanced) and also displays the rule creation as step by step process.

The Specify Conditions for Record Creation and Specify Auto Response settings section moves to the Advanced Tab.

The old interface for creating the associated Rule Item record is now replaced with

the new interface which opens the record as a modal dialog, along with the new conditional builder and option to specify Power Automate for the Action.

Clicking on Save and open Power Automate takes us to the Flow

Suppose we have the following rule created on the Task entity.

And condition added that creates Contact.

The power automate will have the following steps defined à

These were a couple of updates with regards to the automatic case creation and update rule.

Check other blog posts on

Release 2020 Wave 1: https://nishantrana.me/2020-release-wave-1/

Release 2019 Wave 2: https://nishantrana.me/2019/12/31/dynamics-365-2019-release-wave-2-blog-posts/

Hope it helps..

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