A step-by-step guide to configure Case Routing Rules in Dynamics 365 Customer Service. Routing rules help automatically assign cases to the appropriate queue or user/team based on defined criteria — improving response time and automation.

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🔄 What Are Case Routing Rules?

Routing rules in Dynamics 365:

• Automatically assign cases to queues, users, or teams
• Triggered manually or automatically (e.g., on case creation)
• Use conditional logic (e.g., Case Priority = High → Assign to Tier 2)

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✅ Prerequisites

1. You must have Customer Service installed.
2. User role: System Administrator or Customer Service Manager.
3. Active Queues, Teams, or Users available for assignment.

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🧭 Step-by-Step: Configure Routing Rules in Dynamics 365

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🔹 Step 1: Navigate to Routing Rules

1. Open Customer Service Admin Center (or Advanced Settings > Service Management).
2. Click Routing Rules (under “Case Settings”).

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🔹 Step 2: Create a New Routing Rule Set

1. Click + New to create a new Routing Rule Set.
2. Enter:
   • Name: e.g., Standard Case Routing
   • Entity: Should auto-select to Case
3. Click Save.

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🔹 Step 3: Add Rule Items (Conditions + Actions)

1. In the routing rule set, scroll to Rule Items > Click + New Rule Item.
2. Fill in:
   • Name: e.g., High Priority to Tier 2 Team
   • Description: Optional
   • Order: Number to define rule priority (lower number = higher priority)
3. Define Conditions:
   • Example:
     • Case Priority = High
     • Case Subject = “Technical Issue”
4. Define Actions:
   • Assign to User, Team, or Queue
     • Assign to: Tier 2 Support Team
     • Route to Queue: Tier 2 Queue
5. Click Save and Close.

🔁 Repeat to add more rule items (e.g., Low Priority → Tier 1 Queue)

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🔹 Step 4: Activate the Routing Rule Set

1. Return to the Routing Rule Set record.
2. Click Activate on the command bar.
   • You can only have one default active rule set at a time.
   • Only active rules can be run manually or automatically.

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🔹 Step 5: Apply Routing Rules

There are two ways to apply:

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📍 Option 1: Manual Application

1. Go to a Case record.
2. Click the Apply Routing Rules button in the command bar.

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📍 Option 2: Automatic Application via Automation Rules / Power Automate

To apply automatically on case creation:

1. Go to Service Management > Automatic Record Creation and Update Rules.
2. Open your Email-to-Case or case creation rule.
3. Edit the rule item > In the action, check “Apply Routing Rules” after case creation.

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🧠 Example Use Cases

Condition	Action
Case Priority = High	Assign to Tier 2 Support Queue
Subject contains “Billing”	Assign to Billing Team
Customer = VIP Account	Assign to Dedicated Account Manager
Case Source = Web	Assign to Web Inquiries Queue

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🔍 Troubleshooting Tips

Issue	Resolution
Routing rule not applied	Ensure it’s Activated and Applied manually or via automation
Case not assigned	Check if condition logic matches; add audit logs for testing
Queue/User not visible	Check security roles and access rights

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📊 Optional Enhancements

• Use Power Automate to trigger custom routing logic
• Integrate with Omnichannel for live chat or channel-based routing
• Add SLA or escalation workflows post-routing