How do you set up automatic case routing?
Created with AI.
Routing correctly the first time is the most cost-effective way to reduce response times. This guide shows you how to set it up.
- 6 steps
- Total time: 1 h 30 min
- Preparation: 45 min
- Result: Cases that end up in the right place without manual sorting
Required tools
- Dynamics 365 Customer Service — With access to routing rules.
- Established queues — Routing requires the queues to exist.
Set up the rules
1.Check off one criterion first
Case type, product, or channel. Start simple. Rules that combine five criteria are impossible to troubleshoot when a case ends up in the wrong place.
2.Create an alternate route
Cases that do not match any rule should be sent to a shared queue with an owner. Without one, they disappear and resurface as a complaint.
3.Put in the correct order
The rules are evaluated from top to bottom. The most specific rule should come first; otherwise, a general rule will catch everything.
Verify
4.Test each case
Create one test case per rule and see where it ends up. Ten minutes spent here can save weeks of misrouted cases.
5.Keep an eye on the waiting list
If it grows, the rules are missing a common case. Check it weekly for the first month.
6.Measure rerouting
The proportion of cases moved between queues after routing. If it decreases, the rules are working. If it is high, the wrong criterion has been selected.
Discussion
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