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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Route Case to Queue au...
Customer experience | Sales, Customer Insights,...
Answered

Route Case to Queue automatically by Workflow

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Posted on by Hoang Lan Le 30

Hi experts,

I currently want to create Case directly from CRM. Because of some reason from users, We have to hide Save & Route button and use “Save” button instead. So, how do I click “Save” button and the new case will route to queue automatically? I was try to create a workflow by Perform Action but don’t work. 

Hope anyone can help to solve this. Thanks

I have the same question (0)
  • a33ik Profile Picture
    a33ik 84,331 Most Valuable Professional on at

    Hello,

    Can you please provide screenshot of your workflow?

  • Hoang Lan Le Profile Picture
    Hoang Lan Le 30 on at

    Hi Adrew,

    I think my solution was wrong. Do you have another sulution for this?

    Thanks

  • Verified answer
    a33ik Profile Picture
    a33ik 84,331 Most Valuable Professional on at

    Hello,

    Here is the post that describes what you should do - www.powerobjects.com/.../

    Good luck.

  • Hoang Lan Le Profile Picture
    Hoang Lan Le 30 on at

    Many thank you, Andrew. One more question, how does the case automatically route by tracking case from outlook?

  • a33ik Profile Picture
    a33ik 84,331 Most Valuable Professional on at

    Hello,

    Can you please explain your scenario?

  • Hoang Lan Le Profile Picture
    Hoang Lan Le 30 on at

    Hi,

    In our system, there are 03 ways to create case: Portal, CRM form (already resolved as your answer), Tracking case from outlook.

    I want the system automatically Route case to Queue without click Route to Queue Button. Since our user always forget to click this button. I don't know how the system can automatically route cases which created by tracking from outlook.

    Do you have any solution for this? Thanks

  • a33ik Profile Picture
    a33ik 84,331 Most Valuable Professional on at

    Ok. Thanks. Now next question (sorry for that but I still don't have full clarity) - what do you mean by tracking of cases from Outlook?

  • Hoang Lan Le Profile Picture
    Hoang Lan Le 30 on at

    Hi, 

    Below is an example. I captured from D365 for outlook app. When a case created by this way, routing rule or workflow doesn't run 

    ,2019_2D00_12_2D00_23_5F00_22_2D00_51_2D00_37.png

  • a33ik Profile Picture
    a33ik 84,331 Most Valuable Professional on at

    That's weird. Workflow should trigger anyway. Can you please provide a screenshot of your workflow?

  • Hoang Lan Le Profile Picture
    Hoang Lan Le 30 on at

    Hi,

    Below is workflow. I re-write to make it more simple. Currently, It's working correctly when I create case directly in CRM form.

    0763.2019_2D00_12_2D00_23_5F00_22_2D00_51_2D00_37.png

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