Exercise - Use routing rules to assign cases to specific queues

12 minutes

Recently there has been an influx of cases where there have been problems regarding specific cases that need to be escalated. You decide that it would be more efficient if cases were able to be routed into either the Gold, Silver, or Bronze queues based on the service level of the case.

Learning objectives

At the end of these exercises, you'll be able to accomplish the following objectives:

Create a Routing Rule
Make necessary table customizations needed
Consume the Routing Rule in the Application

Estimated time to complete this lab: 15 to 20 minutes

High-level steps

Create a case routing rule
Create routing rule items by specifying criteria for:
- Routing gold cases to the Gold Queue
- Routing silver cases to the Silver Queue
- Routing bronze cases to the Bronze Queue
Verify the routing rule works properly

Create a case routing rule

Open the Customer Service admin center application.
Using the navigation on the left, select Routing.
Locate Basic routing rule sets and select Manage.
From the command bar, select New to create a new routing rule set.
Set the Name field to Service Level Routing.
Select Save.
Under the Rules Items sub grid, select + New Rule Item.
In the Name field, enter Route Gold Cases.
Under the Rule Criteria section, select the Add button and select Add Row.
Configure the condition are follows:
- Select the Case table.
- Choose the Service Level field.
- Set the operator to Equals.
- Set the value to Gold.
Under the Rule Criteria section, add the criteria for the Then conditions:
- For the Route To field, select Queue.
- For the Add to Queue field, select the Gold queue.
Your completed rule item should resemble the image below:
Select Save and Close to complete the rule item.
Under the Rules Items sub grid, select + New Rule Item.
In the Name field, enter Route Silver Cases.
Under the Rule Criteria section, select Add and select Add Row.
Configure the condition as follows:
- Select the Case table.
- Choose the Service Level field.
- Set the operator to Equals.
- Set the value to Silver.
Under the Rule Criteria section, add the criteria for the Then conditions:
- For the Route To field, select Queue.
- For the Add to Queue field, select the Silver queue.
  
  Your completed rule item should resemble the image below:
Select Save and Close to complete the rule item.
Under the Rules Items sub grid, select + New Rule Item.
For the Name field, type Route Bronze Cases.
Under the Rule Criteria section, select Add and choose Add Row.
Configure the condition as follows:
- Select the Case table.
- Choose the Service Level field.
- Set the operator to Equals.
- Set the value to Bronze.
Under the Rule Criteria section, add the criteria for the Then conditions:
- For the Route To field, select Queue.
- For the Add to Queue field, select the Bronze queue.
Your completed rule item should resemble the image below:
Select Save and Close to complete the rule item.
Select Activate to confirm the activation.

Customize the case for interactive display form to display the cases service level

In this exercise, you'll modify the case for interactive experience form to display cases in the Customer Service workspace application.

Open a new tab in your current browser session.
Navigate to Power Apps.
Ensure that you're working in the environment that you want to modify the case form in.
Using the navigation on the left, expand Dataverse and select Tables.
Locate and open the Case Table.
With the Case Table open, under Data experiences, select Forms.
Open the Case for Interactive Experience form.
On the left side of the screen, select the table columns button to display the list of available columns for the table.
Locate the Service Level column.
Select and drag the Service Level column and place it below the Entitlement field.
Select Save icon to save your changes to the form.
Select the Publish icon to publish your changes to the form.

Verify the routing rule works properly