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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / How to route cases aut...
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Answered

How to route cases automatically when created from multiple shared mailboxes

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Posted on by Josvds 38
We have serveral shared mailboxes which are connected to dynamics, so each mailbox is connected to a mailbox inside dynamics which is connected to a queue. 
On all of these queues we created a ARC rules to create cases.
 
But now we would like to manage the cases and send them to the correct case-queue, but it also depends on which mailbox they came in.
How can create a route which also uses the original mailbox as a condition?
  • Josvds Profile Picture
    Josvds 38 on at
    How to route cases automatically when created from multiple shared mailboxes
    The manual editing in PowerAutomate is indeed how we resolved the issue.
  • Verified answer
    ba365guy Profile Picture
    ba365guy 2,946 on at
    How to route cases automatically when created from multiple shared mailboxes
    While creating the case through Automatic Record Creation Rule, you can capture the source mailbox from where this was created. You will get the context  and capture while creating the case. Just a sample below to show the available context. You may capture this in a new field and use this to add a condition to route further
  • Josvds Profile Picture
    Josvds 38 on at
    How to route cases automatically when created from multiple shared mailboxes
    Thanks Rudy for your reply, but the `contact`  is a sender right?
    Because I'm looking for the reciepent.
     
    So for example
     
    Mailbox support@domainA.nl -> Queue support@domainA.nl -> ARC Creates a Case 0001
    Mailbox support@domainB.nl -> Queue support@domainB.nl -> ARC Creates a Case 0002
    Mailbox support@domainC.nl -> Queue support@domainC.nl -> ARC Creates a Case 0003
     
    But now I would like to be able to push the Case 0001 to a separate Case Queue A, Case 0002 to a Case Queue B, Case 0003 to a Case Queue C, based on the domain A/B/C.
    So not the sender, but the mailbox it was received on.
  • RudyZhang Profile Picture
    RudyZhang Microsoft Employee on at
    How to route cases automatically when created from multiple shared mailboxes
    Hi,
     
    Based on my testing, you can create Basic Rule to set the Case contact to route the Case to a different queue when the Case contact is the target contact.
     
     
     
    I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.
     
    Best Regards,
    Rudy Zhang

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