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

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Posted on by Maria Constanza Charry

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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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Pavan Deepala 90 on at

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

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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Nishant Rana 11,320 Microsoft Employee on at

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

Just make sure entity has both Activities and Queue enabled.

docs.microsoft.com/.../entity-channel
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Community Member on at

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

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?