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Case Unified Routing

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We have a workstream created to route case records.
But its working for new cases but not working when a case is reopened.
the routing conditions are same.
Any idea Does case routing only work for new cases ?

 
  • Suggested answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    Case Unified Routing
    Hi Partner,
    Yes.
    You need create another new flow for reopened cases.
  • Case Unified Routing
    in article it says that if we have other entity then we can create another flow.
    but our entity is same i.e. case, so workstream by default doesn't work for reopened cases ?
  • Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    Case Unified Routing
    Hi partner,
    Yes, any new cases will be automatically considered for routing within Omnichannel.
    You can set up custom flow to automatically route records.
    So you can set trigger as your needs to trigger the flow.
    https://neilparkhurst.com/2021/10/02/mb-230-microsoft-dynamics-365-customer-service-omnichannel-record-routing/
    I hope you can verify my answer if it helps you! If you have any questions, please feel free to contact me.
    Regards,
    Leah

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