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RoutingRule Entity Reference

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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.

Define Routing Rule to route cases to right people at the right time

Messages

Message Web API Operation SDK Assembly
Assign PATCH [org URI]/api/data/v9.0/routingrules(routingruleid)
Update ownerid property.		 AssignRequest
Create POST [org URI]/api/data/v9.0/routingrules
See Create		 CreateRequest or
Create
Delete DELETE [org URI]/api/data/v9.0/routingrules(routingruleid)
See Delete		 DeleteRequest or
Delete
GrantAccess GrantAccess Action GrantAccessRequest
ModifyAccess ModifyAccess Action ModifyAccessRequest
Retrieve GET [org URI]/api/data/v9.0/routingrules(routingruleid)
See Retrieve		 RetrieveRequest or
Retrieve
RetrieveMultiple GET [org URI]/api/data/v9.0/routingrules
See Query Data		 RetrieveMultipleRequest or
RetrieveMultiple
RetrievePrincipalAccess RetrievePrincipalAccess Function RetrievePrincipalAccessRequest
RetrieveSharedPrincipalsAndAccess RetrieveSharedPrincipalsAndAccess Function RetrieveSharedPrincipalsAndAccessRequest
RevokeAccess RevokeAccess Action RevokeAccessRequest
SetState PATCH [org URI]/api/data/v9.0/routingrules(routingruleid)
Update statecode and statuscode properties.		 SetStateRequest
Update PATCH [org URI]/api/data/v9.0/routingrules(routingruleid)
See Update		 UpdateRequest or
Update

Entity Properties

Property Value
CollectionSchemaName RoutingRules
DisplayCollectionName Routing Rule Sets
DisplayName Routing Rule Set
EntitySetName routingrules
IsBPFEntity False
LogicalCollectionName routingrules
LogicalName routingrule
OwnershipType UserOwned
PrimaryIdAttribute routingruleid
PrimaryNameAttribute name
SchemaName RoutingRule

Writable attributes

These attributes return true for either IsValidForCreate or IsValidForUpdate (usually both). Listed by SchemaName.

Description

Property Value
Description Provide a description about the objective of the routing rule.
DisplayName Description
Format Text
IsLocalizable False
IsValidForForm True
IsValidForRead True
LogicalName description
MaxLength 2000
RequiredLevel None
Type Memo

msdyn_entitylogicalname

Added by: Entity records routing Solution

Property Value
Description Logical name of the entity (deprecated).
DisplayName Entity (Deprecated)
FormatName Text
IsLocalizable False
IsValidForForm True
IsValidForRead True
IsValidForUpdate False
LogicalName msdyn_entitylogicalname
MaxLength 200
RequiredLevel None
Type String

Name

Property Value
Description Provide a name for the routing rule.
DisplayName Name
FormatName Text
IsLocalizable False
IsValidForForm True
IsValidForRead True
LogicalName name
MaxLength 100
RequiredLevel ApplicationRequired
Type String

OwnerId

Property Value
Description For internal use only.
DisplayName Owner
IsValidForForm True
IsValidForRead True
LogicalName ownerid
RequiredLevel SystemRequired
Targets systemuser,team
Type Owner

OwnerIdName

Property Value
Description For internal use only.
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName owneridname
MaxLength 100
RequiredLevel SystemRequired
Type String

OwnerIdType

Property Value
Description Owner Id Type
DisplayName
IsValidForForm False
IsValidForRead True
LogicalName owneridtype
RequiredLevel SystemRequired
Type EntityName

OwnerIdYomiName

Property Value
Description For internal use only
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName owneridyominame
MaxLength 100
RequiredLevel SystemRequired
Type String

OwningBusinessUnit

Property Value
Description For internal use only
DisplayName Owning Business Unit
IsValidForForm False
IsValidForRead True
LogicalName owningbusinessunit
RequiredLevel None
Targets businessunit
Type Lookup

OwningTeam

Property Value
Description Unique identifier for the team that owns the record.
DisplayName Owning Team
IsValidForForm False
IsValidForRead True
LogicalName owningteam
RequiredLevel None
Targets team
Type Lookup

OwningUser

Property Value
Description Unique identifier for the user that owns the record.
DisplayName Owning User
IsValidForForm False
IsValidForRead True
LogicalName owninguser
RequiredLevel None
Targets systemuser
Type Lookup

RoutingRuleId

Property Value
Description Unique identifier for entity instances
DisplayName Routing Rule
IsValidForForm False
IsValidForRead True
IsValidForUpdate False
LogicalName routingruleid
RequiredLevel SystemRequired
Type Uniqueidentifier

StateCode

Property Value
Description Status of the Routing Rule
DisplayName Status
IsValidForCreate False
IsValidForForm True
IsValidForRead True
LogicalName statecode
RequiredLevel SystemRequired
Type State

StateCode Options

Value Label DefaultStatus InvariantName
0 Draft 1 Draft
1 Active 2 Active

StatusCode

Property Value
Description Reason for the status of the Routing Rule
DisplayName Status Reason
IsValidForForm True
IsValidForRead True
LogicalName statuscode
RequiredLevel None
Type Status

StatusCode Options

Value Label State
1 Draft 0
2 Active 1

TimeZoneRuleVersionNumber

Property Value
Description For internal use only.
DisplayName For internal use only.
Format None
IsValidForForm False
IsValidForRead True
LogicalName timezoneruleversionnumber
MaxValue 2147483647
MinValue -1
RequiredLevel None
Type Integer

TransactionCurrencyId

Property Value
Description Unique identifier of the currency associated with the Routing Rule.
DisplayName Currency
IsValidForForm True
IsValidForRead True
LogicalName transactioncurrencyid
RequiredLevel None
Targets transactioncurrency
Type Lookup

UTCConversionTimeZoneCode

Property Value
Description Time zone code that was in use when the record was created.
DisplayName UTC Conversion Time Zone Code
Format None
IsValidForForm False
IsValidForRead True
LogicalName utcconversiontimezonecode
MaxValue 2147483647
MinValue -1
RequiredLevel None
Type Integer

WorkflowId

Property Value
Description Unique identifier for Workflow.
DisplayName Workflow
IsValidForForm True
IsValidForRead True
LogicalName workflowid
RequiredLevel ApplicationRequired
Targets workflow
Type Lookup

WorkflowIdName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName workflowidname
MaxLength 100
RequiredLevel None
Type String

Read-only attributes

These attributes return false for both IsValidForCreate or IsValidForUpdate. Listed by SchemaName.

ComponentState

Property Value
Description For internal use only.
DisplayName Component State
IsValidForForm False
IsValidForRead True
LogicalName componentstate
RequiredLevel SystemRequired
Type Picklist

ComponentState Options

Value Label
0 Published
1 Unpublished
2 Deleted
3 Deleted Unpublished

CreatedBy

Property Value
Description Unique identifier of the user who created the record.
DisplayName Created By
IsValidForForm True
IsValidForRead True
LogicalName createdby
RequiredLevel None
Targets systemuser
Type Lookup

CreatedByName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName createdbyname
MaxLength 100
RequiredLevel None
Type String

CreatedByYomiName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName createdbyyominame
MaxLength 100
RequiredLevel SystemRequired
Type String

CreatedOn

Property Value
DateTimeBehavior UserLocal
Description Date and time when the record was created.
DisplayName Created On
Format DateAndTime
IsValidForForm True
IsValidForRead True
LogicalName createdon
RequiredLevel None
Type DateTime

CreatedOnBehalfBy

Property Value
Description Unique identifier of the delegate user who created the record.
DisplayName Created By (Delegate)
IsValidForForm True
IsValidForRead True
LogicalName createdonbehalfby
RequiredLevel None
Targets systemuser
Type Lookup

CreatedOnBehalfByName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName createdonbehalfbyname
MaxLength 100
RequiredLevel None
Type String

CreatedOnBehalfByYomiName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName createdonbehalfbyyominame
MaxLength 100
RequiredLevel SystemRequired
Type String

ExchangeRate

Property Value
Description Exchange rate for the currency associated with the queue with respect to the base currency.
DisplayName Exchange Rate
IsValidForForm True
IsValidForRead True
LogicalName exchangerate
MaxValue 100000000000
MinValue 0.0000000001
Precision 10
RequiredLevel None
Type Decimal

IsManaged

Property Value
Description For internal use only.
DisplayName Is Managed
IsValidForForm False
IsValidForRead True
LogicalName ismanaged
RequiredLevel SystemRequired
Type Boolean

IsManaged Options

Value Label
1 Managed
0 Unmanaged

DefaultValue: False

ModifiedBy

Property Value
Description Unique identifier of the user who modified the record.
DisplayName Modified By
IsValidForForm True
IsValidForRead True
LogicalName modifiedby
RequiredLevel None
Targets systemuser
Type Lookup

ModifiedByName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName modifiedbyname
MaxLength 100
RequiredLevel None
Type String

ModifiedByYomiName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName modifiedbyyominame
MaxLength 100
RequiredLevel SystemRequired
Type String

ModifiedOn

Property Value
DateTimeBehavior UserLocal
Description Date and time when the record was modified.
DisplayName Modified On
Format DateAndTime
IsValidForForm True
IsValidForRead True
LogicalName modifiedon
RequiredLevel None
Type DateTime

ModifiedOnBehalfBy

Property Value
Description Unique identifier of the delegate user who modified the record.
DisplayName Modified By (Delegate)
IsValidForForm True
IsValidForRead True
LogicalName modifiedonbehalfby
RequiredLevel None
Targets systemuser
Type Lookup

ModifiedOnBehalfByName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName modifiedonbehalfbyname
MaxLength 100
RequiredLevel None
Type String

ModifiedOnBehalfByYomiName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName modifiedonbehalfbyyominame
MaxLength 100
RequiredLevel SystemRequired
Type String

OrganizationId

Property Value
Description the organization associated with the Routing Rule
DisplayName Organization
IsValidForForm False
IsValidForRead True
LogicalName organizationid
RequiredLevel SystemRequired
Targets organization
Type Lookup

OrganizationIdName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName organizationidname
MaxLength 100
RequiredLevel SystemRequired
Type String

OverwriteTime

Property Value
DateTimeBehavior UserLocal
Description For internal use only.
DisplayName Record Overwrite Time
Format DateOnly
IsValidForForm False
IsValidForRead True
LogicalName overwritetime
RequiredLevel SystemRequired
Type DateTime

RoutingRuleIdUnique

Property Value
Description For internal use only.
DisplayName Unique Id
IsValidForForm False
IsValidForRead True
LogicalName routingruleidunique
RequiredLevel SystemRequired
Type Uniqueidentifier

SolutionId

Property Value
Description Unique identifier of the associated solution.
DisplayName Solution
IsValidForForm False
IsValidForRead True
LogicalName solutionid
RequiredLevel SystemRequired
Type Uniqueidentifier

SupportingSolutionId

Property Value
Description For internal use only.
DisplayName Solution
IsValidForForm False
IsValidForRead False
LogicalName supportingsolutionid
RequiredLevel None
Type Uniqueidentifier

TransactionCurrencyIdName

Property Value
Description
DisplayName
FormatName Text
IsLocalizable False
IsValidForForm False
IsValidForRead True
LogicalName transactioncurrencyidname
MaxLength 100
RequiredLevel None
Type String

VersionNumber

Property Value
Description Version number of the Routing Rule.
DisplayName Version Number
IsValidForForm False
IsValidForRead True
LogicalName versionnumber
MaxValue 9223372036854775807
MinValue -9223372036854775808
RequiredLevel None
Type BigInt

Introduction to Omnichannel for Customer Service
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