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Routing set to assign a case incident to secondary Queue

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Hello Expert.,

Is there a way to use the routing set to assign automatically a case incident from general queue to secondary Queue( Product A, Product B, Product C)?

Can use multiple Queue ?

Thank you !

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Satish1024 279 on at

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You can use background workflows to configure this easily. Create a queue item in background workflow, you can use if/else conditions to assign it to specific queues. If you want, I can log in and configure it for you. Thanks.

An example is given here:
https://www.powerobjects.com/blog/2012/05/24/assign-owner-and-route-case-to-queue-using-workflow-in-dynamics-crm/

Please mark it as answer if my post helps.
Thanks
Satish Reddy
https://pascalcase.com

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Javier Gallego on at

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Hi OnlyRodd ,

Please check this documentation, I think it could help you.

Automatically route cases using routing rule sets

https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases

Thanks.

Javier

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