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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Is it possible to crea...
Service | Customer Service, Contact Center, Fie...
Answered

Is it possible to create Routing Rule Sets for Articles?

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Posted on by HangryMapache 112

Trying to setup form flow or Workflows that can queue an Article based on a Routing Rule Set, but can only select Cases when building Rules.

It is possible to make Articles available to Rule Sets?

pastedimage1646162304927v1.png 

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  • Verified answer
    Community Member Profile Picture
    Community Member on at

    Hi HangryMapache,

    Its impossible to route other entities through Routing Rule Set.

    But at the end of the day the routing is just a workflow, so you can create a workflow against kb article entity to get the same level of functionality.

    pastedimage1646378655504v2.png

    pastedimage1646378775078v3.png

    Or you can know about Unified routing:

    Overview of unified routing | Microsoft Docs

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