What is the possible cause?

You are a Dynamics 365 Customer Service administrator. Emails are automatically converted to cases.

Users report that emails are no longer being converted to cases.

What is the possible cause?
A . The Dynamics Flow process is not running.
B. Your user ID does not have permission to run the process effectively.
C. The workflow process has been deactivated.
D. The solution has not been published.

View Answer

Answer: C

Explanation:

When a case creation rule is activated, a corresponding workflow is created automatically. If you create or assign a rule, you must have permissions to perform the same action on workflows. The case creation rule is applied and a case is created in context to the permissions that the owner of the case creation rule has.

Note: A workflow can only be activated or deactivated by the workflow owner or by someone with the Act on Behalf of Another User privilege such as the system administrator.

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email