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Case Unified Routing

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Posted on by Shrutika patil42

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 ?

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Leah Ju Microsoft Employee on at

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Case Unified Routing

Hi Partner，

Yes.

You need create another new flow for reopened cases.
Shrutika patil42 on at

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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 Microsoft Employee on at

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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.

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

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