Using Routing Rule Set in Microsoft Dynamics CRM 2013

Microsoft Dynamics CRM 2013 SP1 and Microsoft Dynamics CRM Online Spring '14 introduced a new feature that allows us to define case routing rules. We can set up various queues based on different business scenarios and then define case routing rules to route cases to these queues. (Note: we can have only one routing rule set active at a time.) To define routing rules we can navigate to Settings -> Service Management.

Any user with appropriate permission on the Routing Rule Set can create and modify routing rules.

In our scenario let us say we have a queue named High Priority and Low Priority (we can create a new queue by navigating to Settings -> Service Management -> Queues) and we want to define a routing rules to route high/low priority cases to respective queues. To create a routing rule, we need to use the following instructions:

• Navigate to Settings -> Service Management -> Routing Rule Set -> New
   
• Fill in the routing rule set name, let's say “Case Assignment Rule”
   
• Click on the Save button under the command bar
   
• Click on the plus sign on the Rule Item sub grid to create the rule
   
• Define the routing rule as in the following screen and click on Save and Close in the rule item window.
  
  
   
• Follow the same procedure to create another Rule Item to check if the case priority is equal to low then assign the case to the Low Priority queue.
   
• Click on the Activate button on the command bar of the routing rule set form.

Now navigate to the active case view and select single or multiple cases. After selection, we will see the APPLY ROUTING RULE button on the command bar, click on this button and it will route cases based on their priority to the high or low priority queue.

Now navigate to Service -> Queue, we should be able to see all the cases routed to the respective queses.

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