We have created a shared mailbox in Office 365 and are leveraging the Microsoft Dynamics CRM Online Email-to-Case functionality for managing Services.
However, when the Case is created through this functionality, the Owner is incorrect. We would like to update the Case Owner with the assigned Team, and then to route the Case to the correct Queue.
Unfortunately, it appears one of the limitations of Routing Rules are that you can either:
1) Assign the Case to a User/Team, OR
2) Route the Case to a Queue
It appears we cannot do both. Routing Rules seem to work off priority, so we are unable to stack two separate Rule Items --> the first to assign the Case to the applicable Team, and the next to route the Case to the applicable Queue.
Our intended objective is to:
1) Assign the Case to the correct User/Team, AND
2) Route the Case to the correct Queue
Does anyone have a viable solution to accomplish our intended objective?
