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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Is it possible to crea...
Microsoft Dynamics CRM (Archived)

Is it possible to create routing rules associated to custom entities?

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Posted on by Maria Constanza Charry 135

I created an entity and That entity should be routed to people out of services area. However I can't associate that entity to an routing rule. I only see Cases can be associated to those rules. Is there a way to do it?

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  • Verified answer
    Community Member Profile Picture
    Community Member on at

    At the minute no, its not possible. But at the end of the day the routing is just a workflow, so you can create a workflow against a custom entity to get the same level of functionality?

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

    Just make sure entity has both Activities and Queue enabled.

    docs.microsoft.com/.../entity-channel

  • Pavan Deepala Profile Picture
    Pavan Deepala 90 on at

    It took almost 6 years for Microsoft to implement this feature for all entities. It saved a lots of time to implement the complex logics we used to build under Plugins and workflows for just this routing of other entities.

    Please refer this after Nishant link https://docs.microsoft.com/en-us/dynamics365/omnichannel/administrator/routing-trigger

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