Unified Interface enablement of case routing rules
Important
This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Admins, makers, or analysts, automatically | - |  Feb 3, 2020 |
Apr 1, 2020 |
Business value
Routing cases to the right queue, user, or team as quickly as possible ensures customers get service quickly and without having to transfer between agents.
Feature details
Case routing rules help trigger automatic or manual routing of cases to the right support resources. This release provides a new experience built on Unified Interface that enables easy configuration of routing rules and brings feature parity with the legacy web client.