In versions prior to CRM 2013, an entity could only be routed to default queue of the owner of the record when record is created or assigned. For any other conditional routing, custom development was the way to go.
Now with CRM 2013 update and above versions, we can configure rules to automate routing of Cases. At the moment this feature is only available for Case Entity.
Create Routing Rule Set:
- Go to Settings->Service Management->Routing Rule Sets
2. Create a new Routing Rule Set. One Routing Rule Set can have multiple rule items. Provide the Routing Rule Set Name and save the record to create rule items under this rule set.
3. In the Rule item you can specify the Criteria and Queue/User/Team that the Case should be automatically assigned to.
4. Then add Rule criteria as below. And then select the Queue to route to. You can also select a user/team if you would like the case assigned to a User/Team.
5. You can create multiple rule items under one rule set. If you have different queues that you maintain and classify cases under separate queues, you could setup different criteria for routing the cases differently.
6.Since we can have multiple rule items you can order the sequence in which the rule items are to be processed. The rule item that is successfully validated will be applied to the case and the rest down the order will be ignored.
7. You need to ‘activate’ the Routing Rule Set by clicking on Activate button so that the rules are processed.
In the above example, when Case Type is ‘Request’, case will be routed to ‘Sales Manager’ queue and if the Case Type is ‘Problem’, case will be routed to Demo queue.
You can also manually apply Routing Rule on the Case by selecting one or more cases from the Case homepage.
Select list of cases that we want to add to queue and then click on Apply Routing Rule button.
- If you select User/Team for’ Route To’ option as below in Rule Item, when Route Rule criteria match then case record will be assign to selected user.
- Though you can create multiple Routing Rule Sets, you can only activate one Rule Set at a time.
- If we create cases by importing bulk records, we can control whether to apply routing rules on cases. Add “Route Case” column in spread sheet and add value as “No” for record that we don’t to apply routing rule and to apply routing rule on case add value as “Yes”.
Security Role Management:
The Service Management area in 2013 update introduces various new entities. The access and privileges to these entities can be controlled by the new Service Management tab added to the Security Role.
Users should have access to Routing Rule Set to be able to create new Routing Rule Set. By default all security roles have been provided organization level read access to Routing Rule Set and can apply routing activated rule on the Cases.