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MB-230 · Question #260

Case Study 4 - Lamna Healthcare Background Lamna Healthcare Company has a call center for the city. They receive roughly 5,000 calls a day on health issues. They have the following three departments…

The correct answer is In Service Management, create a Routing Rule set; Enter Name and select the plus sign to add rule item; Add conditions; Save and activate. Dynamics 365: Setting Up Routing Rules for Supervisors Context The requirement is: "If a case is open more than 30 days, the case must automatically be routed to the supervisor." This is accomplished via a Routing Rule Set in Service Management. --- Why This Sequence Step 1: In…

implement routing

Question

Case Study 4 - Lamna Healthcare Background Lamna Healthcare Company has a call center for the city. They receive roughly 5,000 calls a day on health issues. They have the following three departments that take calls daily: - Chronic illnesses - Flu-type illnesses - Geriatric illnesses There is a fourth area that monitors for miscellaneous issues. They are implementing Dynamics 365 Customer Service. Requirements. Queues A queue has to be set up for each department. Emails must automatically be routed to the appropriate queue. Miscellaneous queues must be visible to everyone. The other queues must be visible only to the appropriate department. If a case is open more than 30 days, the case must automatically be routed to the supervisor. There must be a button on the queue list screen to route a case to a supervisor if requested. Requirements. Visualizations Support representatives must have a real-time view of cases assigned to them, including the status of each case. Support representatives must be able to see a graphic view of cases by customer that are assigned to them. Requirements. Knowledge Base Support representatives must use the knowledge base first to try to solve issues. Support representatives must be able to reference the knowledge base when it is used to resolve the case. The knowledge base article that is used to resolve a case must always be sent to the customer. If the answer is not in the knowledge base, a support representative needs to create a knowledge base article. Requirements. Cases The cases must follow a process that includes identify, research, and resolve. A confirmation section must be added before the resolve section. Customers must have contracts that allow them to call Lamna Healthcare 10 times a year for help. In addition to the 10 free calls, customers must be able to send 15 emails a year for support. Cases that come in as phone calls must be resolved with seven business days. Cases that come in as emails must be resolved within three business days. Requirements. Surveys Lamna Healthcare sends out about 100,000 surveys a month. Lamna must use Microsoft Forms Pro for their surveys. All surveys must have the company logo. The logo's company colors must not be changed. Any modifications to the graphic or colors is a breach of company policies. A survey must automatically be sent once a case is resolved. A manual survey must be sent if a case is escalated. A survey must not be sent without confirming that it is accurate. Supervisors must test a survey before it is finalized. Drag and Drop Question You need to set up the system for cases going to supervisors. Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order. Answer:

Exhibit

MB-230 question #260 exhibit

Answer Area

Drag items

Enter Name and select the plus sign to add rule itemPublishIn Service Management, create a Routing Rule setEnter Name, select Save, and select the plus sign to add a rule itemSelect Service Management, select Automatic Record creation and Update Rules, and select NewAdd conditionsSave and activate

Correct arrangement

  • In Service Management, create a Routing Rule set
  • Enter Name and select the plus sign to add rule item
  • Add conditions
  • Save and activate

Explanation

Dynamics 365: Setting Up Routing Rules for Supervisors

Context

The requirement is: "If a case is open more than 30 days, the case must automatically be routed to the supervisor." This is accomplished via a Routing Rule Set in Service Management.

Why This Sequence

Step 1: In Service Management, create a Routing Rule set

You must create the container before you can configure anything inside it. A Routing Rule Set is the top-level object that holds all routing logic. Nothing else can exist without it. This is always the entry point for automated case routing in Dynamics 365 Customer Service.

Step 2: Enter Name and select the plus sign to add rule item

After the Rule Set exists, you name it and begin adding individual rule items. A Rule Set alone does nothing - it needs rule items, which are the actual conditional logic units. Clicking the + sign opens the rule item form. Note the distinction from the distractor option below.

Step 3: Add conditions

Once inside the rule item, you define the trigger logic. Here you specify: "If case open duration > 30 days → route to supervisor queue." Conditions must be added after the rule item is created, not before, because they belong to the rule item.

Step 4: Save and activate

Routing rules are inactive by default until explicitly activated. Saving alone does not make the rule live. Activation is a distinct action that publishes the rule into production. Without this step, no routing occurs.

Distractors - Why They're Wrong

DistractorWhy excluded
Enter Name, select Save, and select the plus sign to add a rule itemSaves before adding a rule item - this is the flow for a different feature (Automatic Record Creation rules, not Routing Rule Sets). It's a common confusion.
Select Service Management, select Automatic Record creation and Update Rules, and select NewThis is for creating records from incoming emails/activities, not for routing existing cases based on age. Wrong feature entirely.
PublishRouting Rule Sets use Activate, not Publish. "Publish" is the term used for Knowledge Base articles. This is a classic cross-feature terminology trap in this case study.

Common Mistakes

  1. Confusing Routing Rule Sets with Automatic Record Creation rules - they live in the same Service Management area but serve different purposes. The "Save before adding rule items" step belongs to the latter.
  2. Skipping Activate - rules left in Draft state silently do nothing, which is hard to debug.
  3. Using "Publish" - pulled from the Knowledge Base section of the same case study, making it a deliberate distractor.

Topics

#routing rule set#supervisor escalation#case routing#rule conditions

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