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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Unified Routing stuck ...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Unified Routing stuck in Intake stage

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Posted on by Benlu52 5
Hi all,
I'm facing a problem about Unified Routing...
I've set up the intake rule and mapped it to a workstream with route to queue rules all set up, but when I create a case (manually) and click the "save & route" button, the Routing Diagnostics shows that this record stop at Intake stage and does not proceed to route to queue action and assignment....
Can anyone help me on this?

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  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    Hi Benlu52,

    You can refer following links to configure Unified Routing again in customer service hub app:

    Unified Routing without Omnichannel! - Microsoft Dynamics CRM Community

    Set up queues, users, and capacity for unified record routing - Learn | Microsoft Docs

  • Jerome P1 Profile Picture
    Jerome P1 on at

    Hi,

    did you solved your problem?

    I'm suffering the same issue, not with cases but with custom entities.

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