What are Routing Rule Sets? How to create Routing Rules in Dynamics 365?

How to create Routing Rules in Dynamics 365


Routing rules in Dynamics 365 is one of the important topic that my readers will demanding continuously. In this article I will explain What are Routing Rule Sets? How to create Routing Rules in Dynamics 365?

In Dynamic 365 we use Case entity to resolve customer problems. For each new customer or user a case is created with unique “ID” and all actions taken on it like “phone calls, emails etc” are tracked and save.

What are routing Rules?

  • Routing rules are used to  automatically “Route cases”  to right people at right time without any manual intervention.
  • Routing rules give guide to “Dynamics 365”  what to do with a case.
  • You can use routing rule set to send escalated cases to the queues.

How to Create a Routing Rules?

Note:

Ensure that, before creating Routing Rule Set you have permission of ‘Customer Service Manger, System Customizer Security role or equal to that permission.

1) Navigate to Settings

 

How to create Routing Rules in Dynamics 365

2) Under the Business hit on “Service Management”:

 

How to create Routing Rules in Dynamics 365

3) Select “Routing Rule Set”:

 

How to create Routing Rules in Dynamics 365

Queues:

Queues are used to store ‘cases’ if number of cases are high.

Routing Rule Set:

Create or Delete Case Routing Rule set. Change existing rule information such as condition, order and actions.

Subject:

it helps to identify the frequent request.

4) Click on New to Create New Routing Rule Set:

 

How to create Routing Rules in Dynamics 365

Under the general setting give ‘ Name’ and ‘Description’ and hit on ‘Save’ button.


5) Scroll down and hit the “+ button” to add rule items:

There is multiple rule items in one Routing set.

 

How to create Routing Rules in Dynamics 365

6) Set the Rule item name and set Routing Set Conditoins:

How to create Routing Rules in Dynamics 365


7) Then set Queues action.

How To Apply Routing Rule Sets:

After creating and activating the rule set it will be automatically applied on those cases which are creatd automatically.

Apply on manually created cases by click on apply “Routing Rules”.


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