Microsoft Dynamics CRM has many powerful features designed to manage business functionality and processes. Auto Case Creation and Case Routing Rules are two of those powerful and key features within CRM's Service Management area. Included below are 10 tips to make the set-up and management of those key features successful.
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Case Routing Rule LIMIT – A
case routing rule is a specific criteria which act as traffic manager to direct cases to other users, teams, queues or elsewhere based on the rule details. In CRM, only 1 case routing rule can be active at a given time. While there is only 1 active rule allowed, there may be multiple conditions (see tip #2).
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Case Routing uses conditional hierarchy – Hierarchy is the ordering of items to determine what has priority or is above other items. Conditional statements are rules that trigger a specific action to take place if the criteria is met. The manner in which cases are routed in CRM is based on "conditional hierarchy". Conditional hierarchy means which condition is met/satisfied first. When a case is created, it will be routed based on which of the conditions is met first. CRM checks the condition and assumes the list order as the priority. If the third rule is the most important, it should be moved to the first rule in the list as the first condition that is satisfied, will be the priority.
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Always Specify a Routing Rule – In order for cases to be routed in CRM, there must be an activated routing rule. If a routings rule has not been specified, there is no logic set or direction of how or where to move/direct the case. A routing rule tells CRM what to do with the case.
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Case Creation Rule Owner - The default owner of the case will be the owner of the case creation rule and will be the owner when viewing the case in views, reports, etc. A non-user can not be the owner of cases. For example, in order for a support team to be the default owner of the cases, the support team must be a user in the system. If a support team is not an actual user, they cannot own the case creation rule and will not be listed as the default owner
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Remember to save and activate Routing Rules or Rule changes! Automatic case creation requires an active auto case creation rule. Activate the rule via the command line shown below. Select "Activate" in the ribbon and once activated, the status will be updated. If needed, refresh the screen to confirm.
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Editing the Routing Rule. In order to edit the routing rule, the rule must be deactivated. Deactivate rules in the same manner as above, only choosing "Deactivate" from the command bar.
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Applying Routing Rule - While auto created cases are created via the active routing rule, manually created cases will require manual application of the routing rule by selecting the "Apply Routing Rule" from the command bar to route based on the applicable routing rules.
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Test Email Routing in controlled manner:
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Testing the email routing
in a controlled manner is very important. To limit any possible issues when using SSS (
server side synchronization), select
same day or a
close date in the Advanced Settings within the Email Server Profile before enabling it or SSS.
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Another way to increase your success with the email case routing is to disable or uncheck automated email notifications in Auto Case Creation prior to testing on an active email address. This small step will ensure that if your SSS (Server Side Synchronization) router is not set up correctly or there is an error, you will avert sending unintended email notifications.
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User Role for Case Creation Rule - Users roles in CRM are associated to privileges or access rights. In order to implement CRM case creation, user roles need to be reviewed to ensure they have at least Read access. Users need at least this level of access to leverage multiple case features.
- Importing existing cases - To avoid applying the routing rules to every case when importing multiple case records, simply create an additional column in the spreadsheet named "Route Case" and then populate the associated fields with a yes or no value as applicable prior to import.
And there you have it! We hope this saves you both time and energy in the future when working with auto case creations and routing cases. For more on workflows, we have a plethora of Dynamics CRM blogs just waiting to be unearthed by you!
Happy CRM'ing!
Hi Joe,
Is there any tips to have the below scenario:
1. Case created manually i CRM or from CRM portal
2. SLA is launched and timers has started
3. Once the SLA is done, the case should be automatically routed and escalated to another queue/user/team
4. SLA will start for that new queue/user/team
5. Once the SLA is done, the case record should be routed and escalated to a higher level queue/user/team and so on until the highest level
Is this the correct place to do this in combination between the SLA and Routing Rules? and if yes, how we can do this?
Thank you in advance.
Charles.