Service | Customer Service, Contact Center, Fie...

Case Routing - based on conditions within fields on the case record

(0) Share

Report

Posted on by A2D

Hi guys, with the limited options available for applying routing rules using 'Save & Route' (either assign to a User or Team) our requirements are a bit more complex. For example, we want to automatically assign cases to specific teams based on field values entered within the Case record e.g. the property address. Do you know if a solution exists for this or is it only possible by applying a Flow within the BPF to trigger this routing rule?

Thanks!

All responses (5)

Answers (0)

Leah Ju Microsoft Employee on at

Like (0)

Report

RE: Case Routing - based on conditions within fields on the case record

Hi Partner,

Could you click 'Yes' under title to mark this as a verified answer if my reply is helpful?

Thanks in advance!:)
Suggested answer

A2D 15 on at

Like (0)

Report

RE: Case Routing - based on conditions within fields on the case record

Thanks Leah, sorry for the delay with responding!
Leah Ju Microsoft Employee on at

Like (0)

Report

RE: Case Routing - based on conditions within fields on the case record

Hi Partner,

Have any updates?
AshFon 15 on at

Like (0)

Report

RE: Case Routing - based on conditions within fields on the case record

Hello,

Yes you can route cases to user or team based on conditions. You can set Rule Criteria to say route case to specific team if address is X.
Suggested answer

Leah Ju Microsoft Employee on at

Like (0)

Report

RE: Case Routing - based on conditions within fields on the case record

Hi Partner,

What you need is to automatically assign a case to a specific team based on the value of a field on the case record, right?

Based on you description, you need click 'Save & Route' button manually to apply routing rules, you want to apply it automatically, right?

(1) Why the routing rules not triggered automatically?

For case records, an out-of-the-box trigger is shipped to route the cases automatically. The routing is based on the 'Route Case' field value in the case record. When a case record is created, it is either routed or not routed based on the Route Case field value of Yes or No.

By default, for all of the cases created from the user interface, the 'Route Case' field is set to No and it is also locked. So, routing for these cases is not triggered.

So basically routing rules will be triggered on the records created from outside the User Interface as Route Case will be set Yes for those records, and routing rules will be apples automatically.

(2) How to apply the routing rules to the case record created from the user interface automatically?

--Flow(msdyn_ApplyRoutingRuleEntityRecord action)

--Workflow(ApplyRoutingRule action).

References:

https://nishantrana.me/2021/11/02/route-case-routecase-attribute-and-msdyn_applyroutingruleentityrecord-action-in-dynamics-365-customer-service/

https://learn.microsoft.com/en-us/dynamics365/customer-service/routing-trigger-automatic

==========

If you find the above operations cumbersome, you may consider just creating workflows in which you set conditions and assign case records.

For example: