2
We use the Email to Case Flow in Customer Service Hub. This is the default convert rule:
By default, the Title field of the new case is set to the subject of the email and the Customer field is set to the sender of the email. If the sender of the email is a contact with a parent account, the Customer field is set to the parent account, and the Contact field is set to the sender of the email. (https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email?WT.mc_id=365AdminCSH_PPACA2)
We want to always have the contact as Customer in Service Management. In older blogs we find an option but this doesn't work with the current Service Management: https://blog.magnetismsolutions.com/blog/zoesands/2017/09/18/how-to-work-with-record-create-and-update-rules-null-channel-properties--in-dynamics-crm
We would very much appreciate if we there would be still the option to set
"EMail to case - set the contact always as customer in Cases"
STATUS DETAILS
New