Smart Email intake.
Step 2 - Automatically Create Case Records

Smart Email intake.
Step 2 - Automatically Create Case Records

In the first step we laid the foundation, now let’s monitor mailboxes to intake Emails and prepare them for smart analysis.

You can automatically create or update system or custom records from incoming activities, such as emails, social activities, and custom activities. In this section, you'll learn about creating rules for automatically creating records for cases from incoming emails.

Prerequisites

Make sure that the following prerequisites are met:

• Permissions, roles, and the Power Automate license to create automatic record creation rules.
• Information on the queues for which you want to create the rules. In our case we use support@ursruegg.com

Configure rules for creating or updating records automatically

You can configure a rule that when active will be run for incoming emails. By using the feature to create rules, you can define the conditions for when a rule can be run.

You can configure the rules in the Customer Service admin center or Customer Service Hub app.

1. Open Customer Service Hub app and select Service Management.
2. Select Automatic record creation and update rules in Case Settings. The Record Creation and Update Rules page is displayed.
3. Select New. The New Record Creation and Update Rule page is displayed.
4. On the Basic tab, in Step one details, enter the following details:
• Rule name: Enter a name for the rule  “Support Email to Case”.
• Queue to monitor: Select a queue on which the rule will be activated. For email activity, you must select a queue to be able to activate the rule.  Support queue
• Activity type to monitor: Select Email in the list.
Case Management 4. On the Basic tab, in Step one details, enter the details

5. Select Save. The Step two: conditions to evaluate and actions to take area is enabled.
6. In Step two: conditions to evaluate and actions to take, select New. The Condition builder page is displayed.
Case Management In Step two: conditions to evaluate and actions to take, select New. The Condition builder page is displayed.
7. Perform the following steps:
• In Condition > Condition name, enter “Standard create case from email rule” name.
• In Condition that must pass to continue (pass if blank), select Add.
• Use the following options to define the criteria for the rule to be evaluated:
• Add row
• Add group
• Add related entity
8. In Actions to take > Record to create, make sure the value is “Case”. A case will be created if the conditions specified are met for the email activity.
9. In Configure in Power Automate, select Save and open in Power Automate. The Power Automate application opens in a new tab where you can configure criteria that must be evaluated for the email activity.
10. Add the following additional variables steps

Step	Initialize variable AI Builder Language	Initialize variable AI Builder Language Confidence Score	Initialize variable AI Builder Category Tag
Name	ai_builder_language	ai_builder_language_confidence_score	ai_builder_language_category_tag
Type	String	String	String
Value	en	0	none

See results

Case Management Add the following additional variables steps.
11. Add a Flow Scope step and name it “Analyse Email using AI Builder models”
Case Management Add a Flow Scope step and name it “Analyse Email using AI Builder models”
12. Add a Flow Step “Content Conversation” and name it “Convert email to plain text by inputting 'Description' dynamic content”
Case Management Add a Flow Step “Content Conversation” and name it “Convert email to plain text by inputting 'Description' dynamic content”.
13. Add a Flow Scope and name it “AI Builder Language Detection”
14. Add a AI Builder Step “Detect the language being used in text” and name it “Detect the language being used in text”
15. Set Test to the result of the “Content Conversation” output
Case Management Set Test to the result of the “Content Conversation” output.
16. Add a Flow Step “Set variable” and name it “Set variable AI Builder Language”. Choose the “ai_builder_language” variable for Name and for Value “Language” result from the AI Builder.
17. Add a Condition step to check if detected language confidence score is valid <=1 and >=0.
18. Add in “If yes” a new Flow step Set variable and name it “Set variable AI Builder Language Confidence Score”. Set Name equal ai_builder_language_confidence_score and Value equal User Input Confidence score of the AI Builder output.
Case Management Add in “If yes” a new Flow step Set variable and name it “Set variable AI Builder Language Confidence Score”. Set Name equal ai_builder_language_confidence_score and Value equal User Input Confidence score of the AI Builder output.
19. Go to step “Create a record (don't rename this step)” and open it to add additional fields to create the case record containing detected language and confidence score.
• Set Description field to the output value of the “Content Conversation” output
• Set Language field to the variable ai_builder_language
• Set Language Score field to ai_builder_language_confidence_score
Case Management Go to step “Create a record (don't rename this step)” and open it to add additional fields to create the case record containing detected language and confidence score.
20. Save it and test it by sending a first Email sample. Check if a case is created with associated contact and email activity.

Steps by step guide

1. Create a solution “Case Management”
2. Create a Automatically create Case records from Email ruleset
3. Create instant flow “TranslateCasesToTargetLanguage”
4. AI Builder category classification custom model
5. Extend Automatically create Case flow with AI Builder models
6. Configure Unified Routing based on Category Tags to Agents

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4. Jan 2023

References

Automatically create or update records in Dynamics 365 Customer Service | Microsoft Learn

Get started with Power Automate (contains video) - Power Automate | Microsoft Learn