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ReportHi everyone,
I am setting up Unified Routing in the Copilot Service admin center (Sandbox environment) to route cases created programmatically via a Power Automate flow. I am running into a couple of UI and architectural quirks that I am hoping to get some clarity on.
Issue 1: Case Entity Missing from Dropdown
Steps to Reproduce:
- Navigated to Routing > Record routing.
- Clicked Manage and successfully added the Case entity to onboard it for unified routing.
- Navigated to Workstreams > New workstream.
- Set Type to Record.
- Expanded the Record type dropdown.
Observed Behavior:
The dropdown lists various tables (Email, Task, Custom entities, etc.), but Case / Incident is completely missing. (See attached Screenshot 1). I have tried force-refreshing the metadata cache (Ctrl + F5), clearing browser cache, and Publishing All Customizations in the backend, but the dropdown will not update.
The Workaround Used:
To bypass this, I went back to Routing > Record routing, clicked directly on the onboarded Case entity, and configured the workstream from that specific record's menu. This successfully created a workstream where the Channel is set to "Case". (See attached Screenshot 2)
Issue 2: "Root record: Conversation" in Route-to-Queue Rules
When I open the workstream (created via the workaround above) to build my Route to queue rules, the UI displays Root record: Conversation rather than Root record: Case.
Observed Behavior:
Because the root is a conversation, building a priority-based routing rule requires me to traverse the relationship structure. I have configured my rule logic as: Routed record (Case) -> Contains data AND Priority Equals Low. (See attached Screenshot 3 - image_338be5.png).
My Questions for the Community:
- Root Cause of Missing Entity: Why does the Case entity fail to populate in the standard Workstream creation dropdown? Is this a known metadata sync bug, a Sandbox-specific limitation, or am I missing a master configuration step?
- Workaround Validity: Does configuring the workstream directly from the "Record routing" menu (instead of the standard Workstream menu) result in the exact same underlying architecture?
- The Conversation Wrapper: Is it expected behavior for a Record Workstream explicitly targeting Cases to use "Conversation" as the root record in the routing rules? I assume this is the Unified Routing engine wrapping the Case to process it through the omnichannel queues, but I want to verify that configuring my rule via the
Routed record (Case)relationship is the officially supported way to evaluate case fields.
Any insights into why this UI behaves this way would be greatly appreciated!
Attachments:
- [Attach Screenshot 1: Case is not appearing in Record Type dropdown]
- [Attach Screenshot 2: Successful workaround via Record routing]
- [Attach Screenshot 3: Showing Root record Conversation instead of Root record Case]
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