Thanks guys. I believe the problem here is understanding the thinking behind the process, how Microsoft 's engineers envisioned it so we can understand how we are supposed to be using it. We need to be able to determine if the very small issue preventing us for getting the whole thing working is a bug or done by design. Ade Budiman Hamdani says: Case or Email as I know only support to Account / Contact entity Well, emails do support CRM Users. Based on my tests, when an email arrives: CRM look into contacts. If one is found it becomes the "from" party. If it cannot find the contact it look into CRM users. If one is found it becomes the "from" party. If not contact or CRM users is found, it creates a new contact who becomes the "from" party. As for the case entity, only the "Customer Field" is required. Contact is optional which implies you can create a case without a contact. Having said that, the only thing getting on my way is the Automatic Record Creation Rule . When you create a queue with an email address, all emails sent to that queue will be processed exactly as described above. The moment you add the Automatic Record Creation Rule the behavior is completely changed. The Automatic Record Creation Rule looks for the sender on the contact entity only " and that is what complicates everything" . This raises the question: is it intentional (by design) or a bug? If the "search" was still using the same logic we would be able to use the filters and record creation options within the rule to do the rest: automatically resolve fields for contacts or always use "ABC" account and no contacts for internal requests.
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