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Service | Customer Service, Contact Center, Fie...
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Automatic routing of case to queue after case creation

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Posted on by
Hello,
 
I have this scenario where a user will try to contact a customer service representative outside operation hours.
 
What I want is case creation of this request and automatic routing to a queue specifically for after operating hours.
 
How is this achievable? 
 
Appreciate any insight anyone might have.
 
Best,
Tamer
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  • Suggested answer
    Robert Bailey Upzoids Profile Picture
    24 on at
    Well the first question is are you using unified routing? It works totally different that traditional routing is is KIND of how you are supposed to handle most routing these days but if you don't have channels, etc. set up it won't work. 

    https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/queues-omnichannel


    If you’re using Omnichannel/Unified Routing, the clean approach is: set up an advanced “After Hours” queue, configure operating hours, and use overflow/after-hours handling so items arriving when the center is closed are routed appropriately. That's all OOTB.

    Let me know if that's making sense - I might write up a blog post about unified routing but here's the learn documentation gon settin gup hours and applying them to a queue:

    https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/create-operating-hours


    if you ARE NOT using unified routing, then you might need an interim approach (i.d recommending moving to unified routing if you are dealing with a real-life customer service scenario that consists of more than one-off cases handled during business hours.  Do you have a call center? do they use D365 or something else, etc.)

    if you do need something in the meantime use power automate:
    1. Create an “After Hours” basic queue.
    2. Trigger a Power Automate flow on case create.
    3. Determine if “after hours"
    4. If outside hours, call Dataverse API AddToQueue action to move/add the case to the “After Hours” queue. AddToQueue is an official Dataverse Web API action designed for moving records between queues.

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