In my mind, this is not expected system behaviour, but currently that is how Dynamics will work, confirmed by the PG. I would like this changed so that it will create a record using both the Account and Contact record linked correctly instead of just the Account.
Comments
Fully agreed,
Firstly We use Customer (Mandatory) field and on FormLoad we do filter only Contacts to be shown so Microsoft gives us the ability to filter only Contacts for the Customer field but through Record Creation and Update Rule it Populate Customer of the Contact if there is a Customer associated with the Contact.
Secondly Contact lookup field is not mandatory but the Record Creation and Update Rule forces this field to be filled and we if the Contact has a Customer associated , we cannot fil both Customer and Contact as Contact as explained by Microsoft scenario 3.
https://docs.microsoft.com/en-us/dynamics365/customer-service/troubleshoot-case-email-issue
So I consider this as a Bug rather than by design/Design limitation.
Reference - 120062223000173 Microsoft Case number.
Regards,
Daniel.