Dynamics 365
Help & Training

Create rules to automatically route cases (Customer Service)

Use routing rules in Microsoft Dynamics 365 to automatically route cases to the right people at the right time without any manual intervention. You can also use routing rules to route cases that are escalated to specific queues.


This feature was introduced in CRM Online Spring '14 update and in CRM 2013 Service Pack 1 (on-premises).

Interested in getting this feature? More information: Find your Dynamics 365 administrator or support person

On this page

Create a routing rule set

Apply a routing rule set

Create a routing rule set

  1. Make sure that you have the Customer Service Manager, System Administrator, or System Customizer security role or equivalent permissions.

    When you create and activate a routing rule set, internally a corresponding workflow is also created. Whatever action you do on the routing rule set, like creating or assigning the rule, you must have privileges to perform the same action on workflows. For the rule to work, you must have sufficient privileges to run a workflow. The routine rule set is applied in context of the privileges that the owner of the routing rule set has.

    Check your security role

    • Follow the steps in View your user profile.

    • Don’t have the correct permissions? Contact your system administrator.

  2. Go to Settings > Service Management.

  3. Click Routing Rule Sets.

  4. To create a new routing rule set, click New.


    To edit a routing rule set that you already have, in the list of records, click the rule that’s in the Draft state, and then on the command bar, click Edit.

  5. Fill in your information. Use the handy tooltips as a guide.

  6. After you enter information in all the required fields, click Save.

  7. In the Rule Items section, click the Add Rule Item button + to specify conditions for routing cases to a queue.

    You can add multiple conditions here 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.

    1. In the Rule Item form, type a descriptive name for the rule item.

    2. Under Rule Criteria in the If Conditions section, specify the conditions for which the case will be routed.

      For example, to route all cases that have the IsEscalated field set to Yes to the Tier 2 support queue, specify the conditions as shown here:

    3. Under Then Conditions, specify the queue to which the cases will be routed or the user or team to which the cases will be assigned if the conditions in the If Conditions section are met.


    To group conditions in the criteria, use the Group And or Group Or options.

  8. Click Save and Close.

  9. In the Routing Rule Set record, click Activate so that the rule set is applied to the cases matching the conditions in the rule.


  • Only one routing rule set can be active at any point of time. If you try to activate another rule when one rule is already active, it will deactivate the currently active rule. You can activate or deactivate only the rules that you own.

  • You can’t edit an active routing rule set. Therefore, if you’re importing a solution that includes an active routing rule set into an organization where the rule already exists with the same ID, the solution import will fail.

Apply a routing rule set

An active routing rule set automatically applies to all automatically-created cases.

To manually apply the rule to existing or manually-created cases, in the list of cases, select the cases that you want to route using this rule, and on the command bar, click Apply Routing Rule.


If you’re importing bulk records, and you don’t want the routing rules to apply to the cases that you’re importing, add a column “Route Case” to your spreadsheet, and add the value “No” for all the cases that you don’t want to route.

Applies To

Dynamics 365 (online)

Dynamics 365 (on-premises)

Dynamics CRM Online

Dynamics CRM 2016

Dynamics CRM 2015

Dynamics CRM 2013