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Route records manually using unified routing

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Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Route records using Save & Route or Apply Routing Rule options

After you set up and enable a record for routing, you can start routing a record manually, either by:

  • Selecting a record on the home page grid and then selecting Apply Routing Rule on the toolbar.
  • Opening a record form and then selecting Save & Route on the form command bar.

Note

The Apply Routing Rule button doesn't display on the home page grid of Activities.

To manually route records:

  1. Sign in to your model-driven app.

  2. Select the record you want to route on the home page grid and then select Apply Routing Rule. Alternatively, open the record form and select Save & Route on the form command bar.

    The Route Case dialog box appears.

  3. Select Route. The record is routed based on the record routing configuration.

If unified routing is enabled, on the Customer Service Agent Dashboard page, you must use the system view Cases Available to Work On to pick cases to work on.

See also

Overview of routing
Set up routing for records
Automatically route records using custom flow
Sample code to trigger routing for non-case records