News and Announcements icon

Dynamics 365 CommunityForums Service | Customer Service, Contact Center, Fie... Routing Rules and Reco...

Service | Customer Service, Contact Center, Fie...

Suggested answer

Routing Rules and Record Creation in UCI?

(0) Share

Report

Report

Posted on by SErf

655

Hi,

I am wondering what is the best practice to automatically put Cases into a Queue that come in from an E-mail.

I have a Record Creation rule on the E-Mail activity, but in the default this only creates a Case and not a Queue Item.

1. E-mail arrives

2. Record Creation Rule runs

3. Case is created

4. >>> Queue Item is not created.

Now should I:

1) In the Flow manually create a queue item for the new Case?

2) Or will the Routing Rule be applied automatically for those cases that are created from a Record Creation Rule?

Thanks.

All responses Img

All responses (1)

Answers Img

Answers (0)

Suggested answer

Shiho Fujita on at

Like (0)

Report

RE: Routing Rules and Record Creation in UCI?

In my opinion,

1) In the Flow manually create a queue item for the new Case?

⇒Yes

Helpful resources

Quick Links

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides

#1

Muhammad Shahzad Sh... 51 Most Valuable Professional

#2

Ramesh Kumar 42

#3

David Shaw_UK 27

Last month Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans