Exercise - Use routing rules to assign cases to specific queues
Lately there has been an influx of cases where there have been problems regarding specific cases that need to be escalated. You decide that it would be more efficient if cases were able to be routed into either the Gold, Silver, or Bronze queues based on the service level of the case.
Learning objectives
At the end of these exercises, you'll be able to accomplish the following objectives:
Create a Routing Rule
Make necessary table customizations needed
Consume the Routing Rule in the Application
Estimated time to complete this lab: 15 to 20 minutes
High-level steps
Create a case routing rule
Create routing rule items by specifying criteria for:
Routing gold cases to the Gold Queue
Routing silver cases to the Silver Queue
Routing bronze cases to the Bronze Queue
Verify the routing rule works properly
Create a case routing rule
Open the Customer Service admin center application.
Using the navigation on the left, select Routing.
Locate Basic routing rule sets and select Manage.
From the command bar, select New to create a new routing rule set.
Set the Name field to Service Level Routing.
Select Save.
Under the Rules Items sub grid, select + New Rule Item.
In the Name field, enter Route Gold Cases.
Under the Rule Criteria section, select the Add button and select Add Row.
Configure the condition are follows:
Select the Case table.
Choose the Service Level field.
Set the operator to Equals.
Set the value to Gold.
Under the Rule Criteria section, add the criteria for the Then conditions:
For the Route To field, select Queue.
For the Add to Queue field, select the Gold queue.
Your completed rule item should resemble the image below:
Select Save and Close to complete the rule item.
Under the Rules Items sub grid, select + New Rule Item.
In the Name field, enter Route Silver Cases.
Under the Rule Criteria section, select Add and select Add Row.
Configure the condition as follows:
Select the Case table.
Choose the Service Level field.
Set the operator to Equals.
Set the value to Silver.
Under the Rule Criteria section, add the criteria for the Then conditions:
For the Route To field, select Queue.
For the Add to Queue field, select the Silver queue.
Your completed rule item should resemble the image below:
Select Save and Close to complete the rule item.
Under the Rules Items sub grid, select + New Rule Item.
For the Name field, type Route Bronze Cases.
Under the Rule Criteria section, select Add and choose Add Row.
Configure the condition as follows:
Select the Case table.
Choose the Service Level field.
Set the operator to Equals.
Set the value to Bronze.
Under the Rule Criteria section, add the criteria for the Then conditions:
For the Route To field, select Queue.
For the Add to Queue field, select the Bronze queue.
Your completed rule item should resemble the image below:
Select Save and Close to complete the rule item.
Select Activate to confirm the activation.
Customize the case for interactive display form to display the cases service level
In this exercise, you'll modify the case for interactive experience form to display cases in the Customer Service Hub application. If you're going to be working with the Customer Service workspace application, you can use these same steps to customize the case for multi-session experience form.
Open a new tab in your current browser session.
Navigate to Power Apps.
Ensure that you're working in the environment that you want to modify the case form in.
Using the navigation on the left, expand Dataverse and select Tables.
Locate and open the Case Table.
With the Case Table open, under Data experiences, select Forms.
Open the Case for Interactive Experience form.
On the left side of the screen, select the table columns button to display the list of available columns for the table.
Locate the Service Level column.
Select and drag the Service Level column and place it below the Entitlement field.
Select Save icon to save your changes to the form.
Select the Publish icon to publish your changes to the form.
Verify the routing rule works properly
If necessary, open the Customer Service Hub application on a new browser.
Using the Site Map, select the Wrench icon to navigate to cases.
On the command bar, select New Case.
Complete the case as follows:
Case Title: Domestic Delivery Issue
Customer: A. Datum Corporation (sample)
Subject: Delivery
Case Type: Problem
Origin: Phone
Service Level: Gold
Select Save.
Select Save & Route button in the command bar.
Select Route to confirm that you want to apply the new routing rule to that case.
Using the Site Map navigate to Queues.
Under the Queue field, change the queue to Gold.
In the view selector, verify the view displays Cases available to Work On to all cases that could be selected from the queue.
You should see the Domestic Delivery Issue case you created in this queue.