11 Jun, 2024

How to create a routing rule set to route cases in Dynamics 365

Posted on 11 Jun, 2024 by Trupti Nikumbh, Posted in Dynamics 365 Customer Service

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In this blog we will discuss how to create a routing rule to automatically route the cases to queue in Dynamic 365 Customer Service.

Steps to be Followed:

• Login to Dynamics 365 with your credentials.
• Go to Customer Service admin center.
• From left pane under Customer Support click on Routing.
• Under Routing rule set click Manage.

• To create a new routing rule set, click '+New' from the command bar.

• Now enter name of "Routing Rule set" and save it.

• After saving it Rule items section is displayed as shown in below screenshot.
• To create new rule item, Click on "New Rule Item" under Rule items.
• Note: One Routing Rule Set can have multiple rule items.

• Name the rule item also you can write description.
• Now in "Rule criteria" specify the conditions and route to either Queue/User/Team. In this case I am routing the case to Queue.

• To use this routing rule set we need to activate it, click on "Activate" button from command bar and activate it.

Note: Only one rule set can be in an active state at a time. If there are multiple routing rules for the same queue, only the most recent one will be activated, and all remaining rules will be deactivated

• To check whether the routing rule gets applied, create new case.
• Give name to case and select priority as we defined in our rule criteria then click on "Save & Route".

• Click on route button as shown below.

• This will automatically route the case, and you can check the routed case under 'Queue items' for the queue specified in the previously created routing rule set.