New Microsoft Dynamics CRM 2013 case routing rules

By - October 15, 2014

Microsoft Dynamics CRM uses routing rules in the Case Management Module to automatically direct cases to the right people at right time without any manual involvement. And in Microsoft Dynamics CRM 2013, it has finally introduced new case routing rules that are configurable through the interface. This was something that previously required a combination of workflows and javascript to achieve but Microsoft has done a pretty good job incorporating this into Dynamics CRM.

The addition of this functionality has a whole new area under Settings for Service Management.

Case Routing Rules 1









Specifically I want to focus on the case routing rules because they are extremely useful and require very little configuration to get up and running. This blog will explain how to set up a Routing Rule in Dynamics CRM.

First we need to make a new Routing Rule and save the form.

Case Routing Rules 2








Next we can add one or multiple Routing Rules to the Rule Set, this is what will control who the case gets routed to based on the condition specified.

Case Routing Rules 3














Once you configure the rule and save it you will need to activate the Routing Rule back on the main form.

Case Routing Rules 4








Once the rule is activated the system will start automatically routing the cases based on the rules you have specified. You can make multiple different Routing Rules and within each Routing Rule you can have multiple Rule Items. This gives you a lot of flexibility to route the cases to different Queues, Teams, or Users in Dynamics CRM.

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Read more articles on the new release of Microsoft Dynamics CRM 2013.

By: John Annunziato – Philadelphia Microsoft Dynamics CRM partner


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