How do you set up automatic case routing?

Required tools

• Dynamics 365 Customer Service — With access to routing rules.
• Established queues — Routing requires the queues to exist.

Set up the rules

1. 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. 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. 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

1. 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.

2. 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.

3. 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.