{"id":1391,"date":"2014-11-19T07:21:34","date_gmt":"2014-11-19T07:21:34","guid":{"rendered":"http:\/\/mahenderpal.wordpress.com\/?p=1391"},"modified":"2014-11-19T07:21:34","modified_gmt":"2014-11-19T07:21:34","slug":"using-routing-rule-set-in-microsoft-dynamics-crm-2013","status":"publish","type":"post","link":"https:\/\/himbap.com\/blog\/?p=1391","title":{"rendered":"Using Routing Rule Set in Microsoft Dynamics CRM 2013"},"content":{"rendered":"<p>Microsoft Dynamics CRM 2013 SP1 and Microsoft Dynamics CRM Online Spring \u201914 introduced a new feature that allows us to define case routing rules. We can set up different queues based on different business scenarios and then define case routing rules to route cases to these queues (<strong>Note<\/strong>: we can have only one routing rule set active at a time). To define routing rules we can navigate to <strong>Settings<\/strong> -&gt; <strong>Service Management.<\/strong><\/p>\n<p>Any user with appropriate permission on <strong>Routing Rule Set<\/strong> can create and modify routing rules.<\/p>\n<p><a href=\"https:\/\/mahenderpal.files.wordpress.com\/2014\/11\/ruouting-security-rule.png\"><img decoding=\"async\" loading=\"lazy\" class=\"size-medium wp-image-1392 aligncenter\" src=\"https:\/\/mahenderpal.files.wordpress.com\/2014\/11\/ruouting-security-rule.png?w=300\" alt=\"ruouting security rule\" width=\"300\" height=\"110\" \/><\/a><\/p>\n<p>In our scenario let say we have queues named <strong>High Priority <\/strong>and<strong> Low Priority<\/strong> (we can create new queue by navigating <strong>Settings -&gt;Service Management-&gt;Queues<\/strong>) and we want to define a routing rules to rout high\/low priority cases to respective\u00a0queues. To create routing rule, we need to use following instructions:<\/p>\n<ul>\n<li>Navigate to <strong>Settings-&gt; Service Management-&gt; Routing Rule Set-&gt;New<\/strong><\/li>\n<li>Fill routing rule set name, Let\u2019s say \u201c<strong>Case Assignment Rule<\/strong>\u201d<\/li>\n<li>Click on <strong>Save<\/strong> button under command bar<\/li>\n<li>Click on plus sign on <strong>Rule Item<\/strong> sub grid to create rule<\/li>\n<li>Define routing rule like following screen and click on\u00a0<strong>Save and Close<\/strong>\u00a0on rule item window.<\/li>\n<\/ul>\n<p><a href=\"https:\/\/mahenderpal.files.wordpress.com\/2014\/11\/ruletitem.png\"><img decoding=\"async\" loading=\"lazy\" class=\"size-medium wp-image-1393 aligncenter\" src=\"https:\/\/mahenderpal.files.wordpress.com\/2014\/11\/ruletitem.png?w=300\" alt=\"ruletitem\" width=\"300\" height=\"186\" \/><\/a><\/p>\n<ul>\n<li>Follow same steps to create another <strong>Rule Item<\/strong> to check if case priority equals to low then\u00a0assign case to <strong>Low Priority<\/strong> queue.<\/li>\n<li>Click on Activate button on command bar of routing rule set from.<\/li>\n<\/ul>\n<p>Now navigate to active case view and select single or multiple cases. After selection, we will see <strong>APPLY ROUTING RULE<\/strong> button on command bar, click on this button\u00a0and it will rout cases based on their priority to high or low priority queue.<\/p>\n<p><a href=\"https:\/\/mahenderpal.files.wordpress.com\/2014\/11\/case-routing1.png\"><img decoding=\"async\" loading=\"lazy\" class=\"size-medium wp-image-1395 aligncenter\" src=\"https:\/\/mahenderpal.files.wordpress.com\/2014\/11\/case-routing1.png?w=300\" alt=\"case routing\" width=\"300\" height=\"187\" \/><\/a>Now navigate to <strong>Service -&gt; Queue,\u00a0<\/strong>we should be able to see all cases\u00a0routed to respective queses.<\/p>\n<p><a href=\"http:\/\/himbap.com\/\">HIMBAP<\/a> | Need any help in Microsoft CRM 2013 <a href=\"http:\/\/www.himbap.com\/contactus.aspx\">Contact US !!<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Microsoft Dynamics CRM 2013 SP1 and Microsoft Dynamics CRM Online Spring \u201914 introduced a new feature that allows us to define case routing rules. We can set up different queues based on different business scenarios and then define case routing rules to route cases to these queues (Note: we can have only one routing rule set active at a time)&#8230;. <a href=\"https:\/\/himbap.com\/blog\/?p=1391\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[6],"tags":[44,162],"_links":{"self":[{"href":"https:\/\/himbap.com\/blog\/index.php?rest_route=\/wp\/v2\/posts\/1391"}],"collection":[{"href":"https:\/\/himbap.com\/blog\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/himbap.com\/blog\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/himbap.com\/blog\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/himbap.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1391"}],"version-history":[{"count":0,"href":"https:\/\/himbap.com\/blog\/index.php?rest_route=\/wp\/v2\/posts\/1391\/revisions"}],"wp:attachment":[{"href":"https:\/\/himbap.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1391"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/himbap.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=1391"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/himbap.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=1391"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}