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PowerApps - Record Creation & Update Rule & Customer Service License

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Posted on by viet561995

I'm trying to automatically create an Opportunity in Dataverse when an email arrives from a known contact. (Dynamics 365 Sales)

I planned to use a Record Creation and Update Rule with a queue and a no-reply email.

However, I'm unsure:

a. If this requires a Customer Service license because this features in listed in the D365 customer service document

b. The features can be created directly in the PowerApps itself without any additional license

Also if for some reason involving the queue and it does. Then does creating the rule through PowerApps eliminate the need for the D365 Customer Service License ? Please helps me about this

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Building Power Apps

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MichaelFP 1,847 Super User 2025 Season 2 on at

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@viet561995 Yes, to use that you will need an Customer Service License.

It is described here -> Set up rules to automatically create or update records | Microsoft Learn

But this thing that you want to do it, is better to using an power automate to apply that. You can create power automate when the e-mail is received and than create the opportunity.

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viet561995 32 on at

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Thank you for your reply but i think otherwise, because usually if a function needs to have a license. The document will state out that it needs license. This one does not.

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MichaelFP 1,847 Super User 2025 Season 2 on at

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@viet561995 don't think that is the case because the documentation is already inside the Customer Service as you can see in the top of the page.

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viet561995 32 on at

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Thank you Michaelfp, to be sure I just gave it a go at creating the rule with an unlicensed user, and it worked. I also check the licensing guide, and it seems there’s no mention of this in the CS license. Looks like there's no definite answer to this case.

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MichaelFP 1,847 Super User 2025 Season 2 on at

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I want to be sure if is or not requirement the licensing for that. I would recommend to open a support ticket. Because there is some tricks on the licensing.

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viet561995 32 on at

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That's a great idea! I hadn't thought of that. Thanks! I'll get you the details after I connect with Microsoft.

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viet561995 32 on at

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Hi Michaelfp, thank you for suggesting me to reach Microsoft CS team,

Following up on my ticket, they contacted the documentation author and the author say CS license is needed. So, I just following Microsoft's guidelines to make sure everything is OK.

Appreciated you helps.

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