CRM 2013 – Routing Rule Set in Dynamic CRM

Microsoft Dynamics CRM 2013 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).
To define routing rules we can navigate to Settings -> Service Management.


Any user with appropriate permission on Routing Rule Set can create and modify routing rules.

In my scenario, Cases are getting created in CRM from various sources like Phone, Web, Email, Facebook, Twitter etc. I want to route cases to respective users based on Case Origin.
For Example – Case coming from PHONE should be routed to User A
                       Case coming from WEB should be routed to User B and so on…

To create Routing Rule, we need to follow below mentioned instructions :

Navigate to Settings –> Service Management –> Routing Rule Set –> New

Fill routing rule set name, Let’s say “Case Routing based on Source of Case” and then Click on Save button under command bar

Click on plus + sign on Rule Item sub grid to create rule

Define routing rule like following screen and click on Save and Close on rule item window

.After creating all rules based on Case Origin, Final screen will look like below

Activate the Routing Rule Set and close the window

Select Cases of different-different Sources as shown below and Click on \’Apply Routing Rule\’ on Command Bar


After Clicking on button you will see that Cases has been assigned to respective Users based on its origin like below :

Hope this article will help someone to create different Routing Rule Set based upon requirements…

Happy CRMing…Enjoy

Published by arpitpowerguide

My name is Arpit Shrivastava, who is a Microsoft MVP in the Business Applications category. I am a Microsoft Dynamics 365 and Power Platform enthusiast person who is having a passion for researching and learning new things and acquiring immense knowledge. I am providing consistent help, support, and sharing my knowledge through various Social Media Channels along with my Personal Blog, Microsoft Community, conducting online training and attending various 365 Saturday Events worldwide and sharing the best Solutions to the readers helping them achieve their goals and objectives in Customer Relationship Space.

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