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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Can't create a workstr...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Can't create a workstream for a case record type

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Posted on by AZ-01081450-0 39
Hi all!
I have a trial version of MS Dynamics 365 Contact Center. I want to create a workstream for type record for cases, but there is no case in Record type option set - image attached. There is no other workstream for cases, cases are assigned in setup record routing. Does anyone know what caused this?
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Dynamics 365 Contact Center
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  • Suggested answer
    Robert Bailey Upzoids Profile Picture
    Robert Bailey Upzoids 37 on at
    Hello!

    First off - do you have a trial of Dynamics 365 Customer Service, or just Contact Center?  If you don't have customer service, there might be limits on using the Case table in Contact Center.   Make sure the trial environment includes BOTH Customer service AND Contact Center - they are seperate.

    Other things to look at:

    1. Is unified routing turned on? I assume yes given that you are turning on a workstream but like as a sanity check.
    2. add the record type under Routing > Record routing
    3. config hasn’t propagated yet.. wait a few minutes after completing set #2

    Check that stuff then post back i'm curious what you find.
  • Suggested answer
    ManoVerse Profile Picture
    ManoVerse 778 Super User 2026 Season 1 on at
    Create and manage workstreams | Microsoft Learn  This should help you to check your prerequisites for workstreams.
  • AZ-01081450-0 Profile Picture
    AZ-01081450-0 39 on at
    Hi Robert,
     
    I've created a trial demo on CDX first with all CE applications, and with the same account I've installed a trial version of Contact Center in the same tenant, but the second environment for Contact Center was created. I assume this won't be enough? When I go to the resources > dynamics apps for this Contact Center environment I don't have Customer Service app either in installed nor to install.
     

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