Routing Rules Sets

We can use this option to create routing rules for cases that need to be routed to a specific queue, user, or team. Let's imagine we want to set up a routing rule to automatically transfer high-priority cases to a high-priority queue. The following screenshot shows us how we can do this: 

First, we need to create a routing rule record, and then, we can click on the + to create rule items. Under Rule Items, we can define the rule name and rule criteria. In the Rule Criteria, we can set up a rule that if a case priority field is set to High, then the case should be transferred automatically to the High Priority Queue.

Get Implementing Microsoft Dynamics 365 Customer Engagement now with O’Reilly online learning.

O’Reilly members experience live online training, plus books, videos, and digital content from 200+ publishers.