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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Case Unified Routing
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Case Unified Routing

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Posted on by Shrutika patil42 Microsoft Employee
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 ?
 
I have the same question (0)
  • Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    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
  • Shrutika patil42 Profile Picture
    Shrutika patil42 Microsoft Employee on at
    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 ?
  • Suggested answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    Hi Partner，
    Yes.
    You need create another new flow for reopened cases.

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