Routing rules configuration

Routing rules configuration

What is routing rule ?

In dynamics CRM 365 Customer service , when ever we create case record or incident we want to automatically route or re-directory that case to a specific team. So that they can handle the case for that reason. We can create some automating route settings. So that immediately a case record is created in the system. If you click on save and route then automatically you case will be route to that queue.  

When we save case there we can find the priority level. So with this help you can create a rule set in queue. So when we create a queue and save there we need to add rule set. Then click add symbol and create a rule set

We have three Priority level’s

High

Normal

Low

So we Should create a Routing Rule Set First , next Create Queue’s and then create rule set according to the Priority level’s.

Now to create a Routing Rule Set > Go to CRM > click on Gear ICON > click on Advance Settings > Go to Business area > click on Service Management sub area > Case Settings With Record Creation and Update Rules > click on Routing Rule Set > click on add button > create a new routing rule set.

 

 

Create a new Routing Rule set : 



So in Routing rule we should add rule and in rule set we should add queue , due to that now we will create new queue first then we will create new rule set

 

Create a new Queue:


So to get according to the Priority level’s you can name it as High Priority queue , Normal Priority queue and Low Priority queue.

High Priority queue


Low Priority queue


Create a new Rule Item:

Now to Check these routing rules create a case and save.

After saving the case take you priority level as high then again save it.

Now Go to Queue First Drop Down as ALL items and next in queue’s select High Priority queue

 


 

Now Go to Queue First Drop Down as ALL items and next in queue’s select Low Priority queue.

 


 

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