some improvements based on the comments from Aarti

Author: lucciz01

support/dynamics-365/customer-service/automatic-record-creation/accounts-created-without-known-triggers-dynamics-365.md

@@ -10,7 +10,7 @@ ms.custom: sap:Automatic Record Creation (ARC), DFM
 ---
 # Accounts are created without known triggers in Dynamics 365
 
-This article addresses the issue where accounts are automatically created in Dynamics 365 without any known user actions or triggers. This issue occurs in Dynamics 365 Customer Service, Dynamics 365 Sales, or other model-driven apps where accounts are used.
+This article addresses the issue where accounts are automatically created in Dynamics 365 without any known user actions or triggers. This can apply to Dynamics 365 Customer Service, Dynamics 365 Sales, or other model-driven apps where accounts are used.
 
 ## Symptoms
 
@@ -34,7 +34,9 @@ To identify the cause:
 
 ## Resolution
 
-## Step 1: Review ARC rules
+Follow these steps to help you identify and address the root cause of the issue resulting in unintended account creation.
+
+### Step 1: Review ARC rules
 
 1. Navigate to **Customer Service admin center** > **Case settings** > **Automatic record creation and update rules**.
 
@@ -45,29 +47,29 @@ To identify the cause:
 
 3. Temporarily deactivate ARC rules one by one to identify if they're responsible for the issue.
 
-## Step 2: Inspect Power Automate flows
+### Step 2: Inspect Power Automate flows
 
 1. Go to **Power Automate** > **Solutions** (if applicable) or **My Flows/Team Flows**.
 
 2. Look for any flows with triggers related to account creation, such as:
 
    - The "When a record is created" flow.
-   - The "When an email is received" flow.
 
 3. Review the configurations and connections of each flow to ensure security and proper setup.
 4. Temporarily turn off flows to see if the automatic account creation ceases.
 
-## Step 3: Check plugins and custom scripts
+### Step 3: Check plugins and custom scripts
 
 1. Navigate to **Advanced settings** > **Customization** > **Customize the System**.
 2. Under **Plugins**, review all plugins targeting the account entity:
 
-   - Confirm if any plugins are set to create accounts automatically based on specific conditions.
+   - Check if any plugins are set to create accounts automatically based on specific conditions.
+
    - Identify and assess outdated or suspicious plugins.
 
 3. Disable plugins temporarily to test if the issue persists.
 
-## Step 4: Review security and access logs
+### Step 4: Review security and access logs
 
 1. Review the [audit logs](/dynamics365/customer-service/administer/enable-audit-tables#activities-available-for-audit) to identify:
 
@@ -76,7 +78,7 @@ To identify the cause:
 
 1. If API calls are enabled, verify whether external applications are making unexpected account creation requests.
 
-## Step 5: Review third-party integrations
+### Step 5: Review third-party integrations
 
 1. Check for external apps connected to your environment via Dataverse APIs or custom connectors.
 2. Temporarily disable these integrations to determine if they're causing the problem.

support/dynamics-365/customer-service/automatic-record-creation/cases-auto-generated-with-automatic-record-creation-deactivated.md

@@ -10,19 +10,19 @@ ms.custom: sap:Automatic Record Creation (ARC), DFM
 ---
 # Cases are autocreated even if the automatic record creation rule is deactivated
 
-This article addresses an issue where cases are automatically created from emails even after the Automatic Record Creation (ARC) rule has been deactivated or deleted in Dynamics 365 Customer Service.
+This article addresses an issue where [cases are automatically created from emails](/dynamics365/customer-service/administer/automatically-create-update-records) even after the Automatic Record Creation (ARC) rule has been deactivated or deleted in Dynamics 365 Customer Service.
 
 ## Symptoms
 
 Cases continue to be autocreated from emails even if the ARC rule has been deactivated or deleted.
 
 ## Cause
 
-The ARC rule depends on a child flow in Power Automate that remains active. Even after the main rule is deactivated or removed, the active child flow continues to trigger automatic case creation.
+This can occur if the ARC rule depends on a child flow in Power Automate that remains active even after the main rule is deactivated or deleted. The active child flow can continue to trigger automatic case creation.
 
 ## Resolution
 
-To stop the automatic case creation, follow these steps:
+To stop the automatic case creation, follow these steps to identify and deactivate the associated child flow.
 
 1. Identify the associated child flow:
 
@@ -42,8 +42,6 @@ To stop the automatic case creation, follow these steps:
    - Send a test email or trigger the condition that previously generated cases.
    - Confirm that cases are no longer being automatically created.
 
-Once the associated child flow is deactivated, the automatic case creation will stop.
-
 ## More information
 
 - [Set up rules to automatically create or update records](/dynamics365/customer-service/administer/automatically-create-update-records)