Microsoft Dynamics CRM 2013 SP1 Routing Rules

Ahmed Anwar, 22 September 2014

Microsoft Dynamics CRM 2013 SP1 introduces a new way of assigning Cases –and only cases- to the right person based on a predefined condition(s).
Assuming that your organization has a customer support that receives and creates Cases. Sometimes, members in the customer support division want to assign active cases of type problem that have subject of Packaging to the Packaging team.
Before CRM 2013 SP1, users would go through Advanced Find and create a search criteria and assign all the results to a team/user by bulk edit. But now, assigning cases to different users is done by a single click.

Let’s configure a new Routing Rule.
Go to Settings > Service Management > Routing Rule Sets.

 Click +New and the name of the rule and Save. 

 

Click the + icon of the Rule Items sub grid to define the criteria of selecting Cases.

 

In the Rule Criteria add your conditions that meets your business requirements. Before Closing the window, don’t forget to assign the cases to either a Queue or User/Team.

Next, Save the Rule and Activate it.

Go to Cases and select the desired cases and click Apply Routing Rules. You’ll see that all cases that applies to Routing Rule are assigned and the rest are untouched.

Here is before

And after


As you can see the first and second cases were assigned to another user.

Here are 2 notes about the Routing Rules:

• Only one Rule can be active at one point. Activating a Rule will deactivate any other existing Routing Rules.
 • Importing Cases using Data Import can trigger the Active Routing Rule, so make sure that you manually add a column Route Case and set it to No on records that you don’t want to route.