Automatically route cases using routing rule sets

Use routing rules in Dynamics 365 for Customer Engagement to automatically route cases to the right people at the right time without any manual intervention. You can also use routing rules to route cases that are escalated to specific queues.


With the Customer Engagement apps version 9.1 release, you can access and manage all service management tasks from the Customer Service Hub sitemap except Routing Rule Sets, Automatic Record Creation, and Service Level Agreements. To access and manage these three admin settings, use Service Management under Settings in the web application.

Create a routing rule set

  1. Make sure that you have the Customer Service Manager, System Administrator, or System Customizer security role or equivalent permissions.

    When you create and activate a routing rule set, internally a corresponding workflow is also created. Whatever action you do on the routing rule set, like creating or assigning the rule, you must have privileges to perform the same action on workflows. For the rule to work, you must have sufficient privileges to run a workflow. The routine rule set is applied in context of the privileges that the owner of the routing rule set has.

    Check your security role

    • Follow the steps in View your user profile.

    • Don’t have the correct permissions? Contact your system administrator.

  2. go to Settings > Service Management

  3. Select Routing Rule Sets.

  4. To create a new routing rule set, select New.


    To edit a routing rule set that you already have, in the list of records, select the rule that’s in the Draft state, and then on the command bar, select Edit.

  5. Fill in your information. Use the handy tooltips as a guide.

  6. After you enter information in all the required fields, select Save.

  7. In the Rule Items section, select the Add Rule Item button + to specify conditions for routing cases to a queue.

    You can add multiple conditions here and arrange them in the desired order. The rule items are run in the same order. As soon as an applicable rule item (based on the If Conditions) is applied on the case, the other rule items are not run on the case.

    1. In the Rule Item form, type a descriptive name for the rule item.

    2. Under Rule Criteria in the If Conditions section, specify the conditions for which the case will be routed.

      For example, to route all cases that have the IsEscalated field set to Yes to the Tier 2 support queue, specify the conditions as shown here:

      "If Conditions" for a routing rule in Dynamics CRM

    3. Under Then Conditions, specify the queue to which the cases will be routed or the user or team to which the cases will be assigned if the conditions in the If Conditions section are met.

      "Then Conditions" for routing rule in Dynamics CRM


To group conditions in the criteria, use the Group And or Group Or options.

  1. Select Save and Close.

  2. In the Routing Rule Set record, select Activate so that the rule set is applied to the cases matching the conditions in the rule.


  • Only one routing rule set can be active at any point of time. If you try to activate another rule when one rule is already active, it will deactivate the currently active rule. You can activate or deactivate only the rules that you own.
  • You can’t edit an active routing rule set. Therefore, if you’re importing a solution that includes an active routing rule set into an organization where the rule already exists with the same ID, the solution import will fail.

Apply a routing rule set

An active routing rule set automatically applies to all automatically-created cases.

To manually apply the rule to existing or manually-created cases, in the list of cases, select the cases that you want to route using this rule, and on the command bar, select Apply Routing Rule.


If you’re importing bulk records, and you don’t want the routing rules to apply to the cases that you’re importing, add a column Route Case to your spreadsheet, and add the value No for all the cases that you don’t want to route.

Recommendation to upgrade solution

Perform the following steps before you upgrade a solution:

  1. Deactivate the Routing Rule Sets which are brought through the previous version of the solution. The state of Routing Rule Sets changes to draft.

  2. Upgrade your solution as required.

  3. After the successful upgrade of the solution, activate the Routing Rule Sets as required.

See also

Create and manage queues