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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?

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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

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  • 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

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