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: The existing routing rule action that the system automatically invokes when the new rule is activated.

Answer 1

To create a routing rule for cases and bulk-import cases in Dynamics 365 for Customer Service, follow these actions: navigate to the Routing Rules section, create a new rule with specified conditions and actions, and activate the rule.

Step-by-step explanation:

To create a routing rule for cases and bulk-import cases in Dynamics 365 for Customer Service, follow these actions:

1. Navigate to the Routing Rules section in the Dynamics 365 web app.
2. Create a new routing rule by specifying the conditions, such as case type or source channel, and the desired action, such as assigning the case to a specific team or user.
3. Activate the routing rule to make it active and apply the defined actions to incoming cases.

For bulk-imported cases, you can either manually assign them to the desired team or user after the import process or create a separate routing rule specifically for bulk-imported cases.