Converting activity records to cases
Sometimes, a case might be the result of an activity like an email, phone call, or task. For example, a support agent might receive an email request for service directly from a customer. In these situations, you can convert activities directly to Dynamics 365 case records. The record creation and update rules in Dynamics 365 are used to automatically convert specific activities to Dynamics 365 records. This conversion can also be done manually on an individual record.
Note
The next unit will cover the automatic creation of cases from activity records.
Out of the box, the following types of Dynamics 365 activities can be converted to cases:
- Appointments
- Campaign Responses
- E-mails
- Faxes
- Letters
- Phone Calls
- Service Activities
- Tasks
- Social Activities
Any custom activities that are created for an organization can also be converted to cases. For example, an organization might create a custom activity named SMS messages that’s used to work with text messages. These activities can also be converted to cases.
From within a specific activity, select the Convert To button on the command bar. You can then select whether to convert the activity to an opportunity or a case.
After you select To Case, the Convert to Case page appears. This page provides more information and lets you do things like close the activity as finished.