Final answer:
In Dynamics365 Customer Service, Routing Rules are guidelines used to automatically direct cases to the appropriate queue or user based on predefined criteria, improving efficiency and ensuring cases are handled by the right team member.
Step-by-step explanation:
In Dynamics365 Customer Service, Routing Rules refer to a set of guidelines that automatically direct incoming service cases to the appropriate queue or user based on predefined criteria. These rules enhance efficiency by ensuring that cases are handled by the most qualified person or team. For example, if a case comes in with a subject line containing "IT Support," a routing rule can be configured to send that case directly to the IT support queue.
Routing rules can be set based on various case attributes such as case title, priority, product, or origin. The creation of routing rules typically involves specifying conditions that, when met, trigger the action of sending the case to a particular queue or user.