Question

You manage a Dynamics 365 for Customer Service environment. You create and activate a routing rule. You need to modify the routing rule to a target a queue instead of a user. You navigate to routing rule sets. What should you do first?

Answer 1

To modify a routing rule in Dynamics 365 for Customer Service to target a queue, navigate to the routing rule sets, open the rule to be modified, change the 'Route To' field to your desired queue, save the changes, and reactivate the rule set.

Step-by-step explanation:

To modify a routing rule to target a queue instead of a user in Dynamics 365 for Customer Service, you'll need to follow these steps:

1. Navigate to the desired routing rule set within your Dynamics 365 environment.
2. Open the routing rule that needs to be modified.
3. Within the routing rule, locate the rule item that currently targets a user.
4. Edit the rule item and change the 'Route To' field from the current user to a queue of your choice.
5. Save the routing rule item.
6. Activate the routing rule set for the changes to take effect.

It's important to remember that routing rules can only be modified when they are deactivated, so you may need to deactivate the rule if it's currently active. After making the necessary changes, ensure that you reactivate the rule so that the modified routing can begin to take effect.