web
You’re offline. This is a read only version of the page.
close
Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Routing Cases to a Tea...
Microsoft Dynamics CRM (Archived)

Routing Cases to a Team using Routing Rule?

(0) ShareShare
ReportReport
Posted on by Community Member

Hi All,

I have created a routing rule which says to route the case on creation by the condition like if the customer for the case equals 'S' then route the case to 'Example Team'. Already activated the rule and I have two users as member of the team like x,y . Now when i am logged in  with x's credentials i cant see the created case on the list of x's My active case list. The routing will automatically assign the created case to team members or not?

I am new to CRM please help me

*This post is locked for comments

I have the same question (0)
  • Verified answer
    tw0sh3ds Profile Picture
    tw0sh3ds 5,600 on at

    Hi,

    The routing rule will be applied automatically only for cases created automatically (from email for example) using case creation rules. If you create a case manually (by clicking add new or by quick create) you need to click "Apply routing rule" on command bar (above the case form)

    Regards,

    Pawel

  • Suggested answer
    Nishant Rana Profile Picture
    Nishant Rana 11,325 Microsoft Employee on at

    Once you have defined the routing rules, apart from manually routing it you can always make use of Flow / Workflow for automatic trigger

    docs.microsoft.com/.../routing-trigger

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Responsible AI policies

As AI tools become more common, we’re introducing a Responsible AI Use…

Neeraj Kumar – Community Spotlight

We are honored to recognize Neeraj Kumar as our Community Spotlight honoree for…

Congratulations to the November Top 10 Community Leaders!

These are the community rock stars!

Leaderboard > 🔒一 Microsoft Dynamics CRM (Archived)

#1
SA-08121319-0 Profile Picture

SA-08121319-0 4

#1
Calum MacFarlane Profile Picture

Calum MacFarlane 4

#3
Alex Fun Wei Jie Profile Picture

Alex Fun Wei Jie 2

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans