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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Is it possible to crea...
Service | Customer Service, Contact Center, Fie...
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Is it possible to create routing rules by importing them from xls

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Posted on by wdsos 69

A customer of ours wants to route cases into different queues. So far this is not a major thing. The routing should be done through email addresses. Now they have more than a thousand email addresses for each queue and they may need to be updated in the future. 

Now my question is: Can you create routing rules through importing an excel sheet? As they have excel lists with all the email addresses. It would be easy if you could import them into the routing rules, so queries are created from that.

Or is there a tool with which you can accomplish that? Maybe an xrmtoolbox plugin which lets you create rules from an excel list.

I hope I'm not the first who asks such a question. Routing into queues should be a common thing and there must be a lot of companies out there which have a lot of criteria by which they need the routing to be done.

Information about the system:

  • Dynamics 365 Online - Customer Service
  • 2022 release wave 2 enabled
  • Server version: 9.2.22112.00192
  • Client version: 1.4.5024-2211.2

Thanks

  • Eiken Profile Picture
    Eiken Microsoft Employee on at

    Hi,

    I'm afraid it is not available for importing an excel sheet to create the routing rules.

    But you can create a new idea through the below URL, then ask your colleagues to raise up the votes.  

    Ideas (dynamics.com) 

    Our product team has direct visibility of these ideas and they will implement it on the basis of the highest number of votes received. 

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