Now that you have created your queue, you are going to want to have work directed to it automatically.  That is where Routing Rules can be used.

Routing Rules

Routing Rules are used to automatically route cases to certain queues based on set criteria. To create a routing rule set, go to Advanced Settings > Service Management > Routing Rules Sets. 

Note: Only one routing rule set can be active at any point of time.  If you try to activate another rule set when one rule is already active, it will deactivate the currently active rule.

Click on + New to create a new set of rules or select an existing rule set and click on Edit.

If you are creating a new rule set enter a Name and Description.  Click on Save to access the rule items.  If you are modifying an existing set of rules, you will first need to deactivate before you can edit it. 

To add a rule, click on the plus symbol in the Rule Items section.

This will open a rule creation screen.  Here you can set the conditions and the name of the queue that the case will move to.  Enter the Name, Description and complete the If conditions (sorting criteria) and the Then conditions (the queue).  Click on Save and Close.

You can add multiple conditions in the Rule Items and arrange them in the desired order. The rule items are run in the same order. As soon as an applicable rule item (based on the If conditions) is applied on the case, the other rule items are not run on the case.

To modify the order of the rule items, highlight your desired rule and move it up or down using the up and down arrows.

When you are pleased with your set up click on Activate and the rule set will be active.

Cases can also be added to queues manually by clicking on the Add to Queue button in the ribbon of the case.  This will open a search for existing queues. Selecting the queue and clicking add will move the Case.

Emailing Support

To set up an email to automatically create a case you will first have to add the email to a queue. Once added to a queue it will need to be approved by an Office Global Administrator.  To get to this point, follow these steps.

  1. Open an existing queue or create a new Queue
  2. On the Queue record, enter the appropriate support email address in the Incoming email field

  1.  For the Convert Incoming Email to Activities you can chose from the following options:


Once the email has been approved by a Global Administrator all emails that come into this email address will be converted into an activity. To have them be made converted to cases complete the following tasks.

  1. Go to Record Creation and Update Rules. (Advanced Settings > Settings > Service Management > Automatic Record Creation and Update Rules)
  2. Click on the +New to create a new rule.
  3. Complete the Name, Source Type (Email) and Queue
  4. Set Email conditions

If the source type for the rule is set to Email, specify the conditions for converting the email to the target record.

    1. Create records for email from unknown senders. If you select this check box, all email messages from unknown senders (a sender whose email address isn’t present in any records) are converted to new records (based on the conditions you define). A contact record is also created for this unknown sender.

    1. Create case if a valid entitlement exists for the customer. If you select this check box, the Common Data Service platform creates a case only if an active entitlement exists for the customer.

If the sender of the email is a contact with a parent account, the Common Data Service platform creates a record if the contact’s parent account has a valid entitlement, and the contact is listed in the Contacts section of the entitlement or if the Contacts section is empty (which means the entitlement is applicable to all contacts for the customer).

    1. Create cases for activities associated with a resolved case. If you select this check box, the Common Data Service platform creates a case if the email is related to a resolved case. If the email is related to an active case, a new case won’t be created.

    1. Create case when the case associated with the activity is resolved. If you select the Create cases for activities associated with a resolved case check box, you can select the duration here. The Common Data Service platform creates a case only if the case is resolved earlier than the duration you specify. If the incoming email is related to a case resolved later than the specified duration, the Common Data Service platform only associates the incoming email with the existing resolved case; a new case won’t be created.

    1. Send automatic email response to customer on record creation. Select this check box if you want to automatically send email responses to the sender of the email after a target record for the email is created.

  1. Select email template to respond to customer. If you select the Send automatic email response to customer on record creation check box, select an email template (global email template or email template of any entity type). If you don’t select a template, an automatic response won’t be sent.

In the Specify Record Creation and Update Details section, select + to define the conditions for creating or updating a record and specify the properties of the record.

  1. In the Name box, enter a meaningful name for the rule item.
  2. In the Conditions section, select the record, channel properties, fields, and relational query operators to specify when a target record should be created or updated.
  3. Add steps to create or update records for the incoming activity that matches the conditions you defined earlier.

a. Under Actions, select Add Step > Create record.

b. In the Create box, select the record type for the record you want to create from the incoming activity. For example, if you want to create a case from the social activity, select Case.

  1. Save and Exit
  2. Go to the queue associated with the email address and add the Record Creation Rule to the Queue

  1. Click on the ellipses to add new, you can then search for you newly created rule to add it.

Now customer emails to the support email inbox will automatically create a case record and move the queue specified in the routing rules.

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