Question

You are using Dynamics 365 for Customer Service. You have existing routing rules. You need to create a routing rule for cases and bulk-import cases. Which actions should you perform?

Scenario: Import bulk cases without the routing rule affected the imported cases.

Answer 1

To import bulk cases and create a routing rule in Dynamics 365 for Customer Service without affecting the imported cases, you should first setup the routing rule, then deactivate it, proceed with the bulk data import, and finally reactivate the rule post-import.

Step-by-step explanation:

To handle the given scenario of creating a routing rule for cases and bulk-importing cases in Dynamics 365 for Customer Service without the routing rule affecting the imported cases, you need to perform two separate actions. First, you'll need to create a routing rule that meets your specific criteria for how cases should be distributed to your service team. After establishing the rule, you can proceed to import cases in bulk. However, to ensure that the bulk-imported cases are not affected by the routing rule, you would typically deactivate the routing rule before initiating the import and reactivate it once the import is complete.

In practice, your steps would be:

1. Go to the 'Service Management' section within Dynamics 365.
2. Navigate to 'Automatic Case Creation and Update Rules' and create or modify your routing rule set according to your criteria.
3. Save your routing rule but do not activate it yet if your intention is to import cases without applying the rule.
4. Use the Bulk Data Import wizard to import your cases.
5. After the import, you can then activate the routing rule to have it take effect on new cases coming in post-import.