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How to route cases from specific countries to different queues having a single email address?

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Posted on by Community Member Microsoft Employee

Hi,

we would like to automatically route all cases from specific countries to different queues.

A customer anywhere in the world would write to a single email address support@company.com, then the system would check the Billing country of the account and if it is US then route it to US support queue and in all other cases route it to a German support queue.

I have tried using Record creation and update rules and I set up 2 different records:

1. a rule monitoring Email activity and US-Queue as Queue. I specified a rule that if the account is from the US, a new case should be created and a new queue item in the US queue

2. a rule monitoring Email activity and General Queue as Queue for everything else, where if the account is NOT from the US, create a new case and a queue item in the General queue

When I test it and send an email from a customer account in the US, the case is still created in the General queue and not the US queue.

Could you comment if in general this is the right approach?

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Community Member Microsoft Employee on at

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RE: How to route cases from specific countries to different queues having a single email address?

Hi Partner,

Has the problem been solved? Any updates?

Please click Yes under "Did this answer your question?" to close this thread.

Thanks.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.
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Community Member Microsoft Employee on at

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RE: How to route cases from specific countries to different queues having a single email address?

Hi Tatiana,

Not use ‘Record creation and update rules’ to automatically route all cases from specific countries to different queues, because it is just for email that created directly within that queue.

You can use workflow to achieve the same result.

Go Settings > Process.

Create case and update email regarding field with the id of the case that just created.

Create queue item for case just created and add it to the queue based on countries.

Also, if you want to add the email to the different queue based on countries, you can create another queue item for current email.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.