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I have setup a simple Routing Rule Set and two rule items, when I add a case manually via D365 Customer Service Hub the case does not route to any queue, even forcing it (Apply Routing Rule), are routing rules only related to email or any case, even manually input, that comply with the rule criteria should be processed?
The case got the necessary information for comply with the rule, but I have to manually assign it to the correct queue every time
I know might sound a silly question for more expert users but still feeling a newbie here
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