Entity records routing

Omnichannel for Customer Service is a paid add-on to Dynamics 365 Customer Service apps that use the Unified Interface. It is available only when you purchase a subscription to Chat for Dynamics 365 Customer Service or Dynamics 365 for Digital Messaging. For information about pricing, see the Customer Service page.

Overview

In Omnichannel Administration, Entity Records channel helps you to automatically route cases and other entity records to agents based on the agent's skill, capacity, and presence. To learn more about skill-based routing, see Skill-based routing overview.

Automatic distribution of cases and other entity records

With unified routing for entity records, organizations can route cases and other entity records to omnichannel queues. The cases and other entity records routed to omnichannel queues are automatically distributed and assigned to best available agents based on their skill, capacity, and presence.

Unified routing and queues

Cases and other entity records can be routed to omnichannel queues along with work items that originate from other channels such as Chat and SMS.

This allows organizations to tightly define the work profile that their agents are supposed to handle, and organizations can automate the work flow assignment across channels and assign the work items based on agents skill, capacity, and presence.

Configure entity records channel

To setup the Entity Record channel for cases, follow the steps:

Step Description
Step 1: Create queues and add agents Define queues for your organization and add agents (users) to the queues.
Step 2: Enable entity for activities and queues Enable the entity for activities and queues.
Step 3: Enable entity for routing channel Create entity record configuration to enable an entity for routing.
Step 4: Create routing rules Create routing rules to route cases to the appropriate queues.

Step 1: Create queues and add agents

Create a new omnichannel queue or use an existing omnichannel queue, and then add agents to these queues. To learn more, see Create a queue.

Step 2: Enable entity for activities and queues

Any entity you want to enable for routing needs to be enabled for activities and queues.

  1. Sign in to the Common Data Service platform.

  2. Select Settings > Customizations > Customize the System.

  3. Expand Entities below Components.

  4. Select an entity from the solution pane.

  5. Select the check box for the following options under Communication & Collaboration section:

    • Activities
    • Queues
  6. Select Save.

  7. Select Publish.

Note

If you enable the option - Automatically move records to the owner's default queue when a record is created or assigned, in the entity customization, then the entity record won't be automatically distributed to the agents. You must clear the checkbox to automatically distribute the entity records.

Automatic record movement to the agent's default queue

Step 3: Enable entity for routing

Create entity record configuration to enable an entity for routing.

  1. Sign in to the Omnichannel Administration app.

  2. Select Entity Records under Channels in the sitemap.

  3. Select + New in the Active Entities page.

  4. Specify the following in the New Entity page.

    Tab Field Description Value
    Basic Details Name Specify a name to the entity record channel. Case entity channel
    Note: This is an example value.
    Basic Details Entity Select an entity from the list. Case (Incident)
  5. Select Save to save the entity record channel. After you save, in the Work distribution section, a default workstream is automatically created to distribute these entity records.

Note

When you create an entity record channel configuration, a default work stream will be created to distribute these entity records. You can edit the default workstream or create more workstreams as per your business scenarios. To learn more, see Create workstream for entity record routing.

Step 4: Create routing rules

After creating an entity record configuration, and enabling an entity for routing, you can define routing rules to route these records to appropriate queues.

Routing rules for entity records consists of routing rule sets, which in turn contains rule items.

Let's see how to create routing rule set and rule items for entity records. In this procedure, we are adding it for case entity record as example.

  1. Sign in to the Omnichannel Administration app.

  2. Select Entity Records under Channels in the sitemap.

  3. Select an entity records channel that you created for routing the records from the Active Entities view.

    Select a case workstream

  4. Select the Routing Rules tab in the entity records channel.

    Select the routing rule items tab

Create routing rule set

Routing rule set is a collection of rule items, and you can have multiple routing rule sets defined for an entity. However, only one routing rule set can be active at any point in time. The rules items in active routing rule set are used to route the records. To create a new routing rule set, follow steps 5-7.

Note

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 set already exists with the same ID, the solution import will fail.

  1. Select + New Routing Rule Set.

  2. Specify the following in the New Routing Rule Set page

    Tab Field Value Description
    General Name Case routing rules Specify a name to the routing rule set.
    General Entity Case Select the entity for which you are creating the rule set.
    General Description This routing rule set is used for routing high priority cases to agents. Specify a description for you to identify the purpose of the routing rule set.

    Add New Rule Item

  3. Select Save to save the rule set. Once you save the record, you can see the Rule Items section in the page.

Create rule item

You can define multiple routing rule items in a routing rule set. A rule item consists of a condition and destination to route the entity records. Let's see how to define the rule items. To create a new rule item, follow steps 8-13.

  1. Select + New Rule Item in the Rule Items section. A New Rule Item page appears.

    Add New Rule Item

  2. Specify the following on the New Rule Item page.

    Tab Field Value Description
    General Name Product - Credit card Specify a name to the rule item.
    General Description This rule item is used for routing credit card cases. Specify a description for you to identify the purpose of the rule item.
  3. Select + Add in the Rule Criteria section, and then select + Add row.

    a. Select a rule from the list for the first box. For example, Subject.

    b. Select a condition from the list. For example, Contains.

    c. Select a value for the rule from the list. For example, Credit card.

    Note

    You can define conditions for both primary entity attributes and related entity attributes.

  4. Select Queue for the Route to field.

  5. Select an omnichannel queue for the Add to Queue field.

    The steps 9 to 11 indicate if the Subject of a case is Credit card, then route the case to the selected omnichannel queue.

    New Rule Item values

    Note

    You must select an omnichannel queue for automatic work distribution in the Add to Queue field to automatically assign entity records to agents.

  6. Select Save to save the rule item.

You've successfully created queues, enabled entity for routing, and created routing rule sets. Now, activate the routing rule set.

Upgrade path for preview users

If you are upgrading from preview release to the latest version, then earlier configured workstreams will be obsolete. You need to create a new entity records channel and then redefine the workstreams. To learn more, see Create workstream for entity record routing.

See also

Route trigger for entity records

Create workstream for entity record routing

Create multiple workstreams for entity records routing