A company allows customers to submit cases through its website. A case type field on the webform has sales and service options. You need to add the case automatically to the sales or service queue…

The correct answer is C. routing rule. A routing rule in Dynamics 365 Customer Service is specifically designed to automatically route records (such as cases) to a queue based on defined conditions - such as the value of a field on the record. Configuring a routing rule with two conditions (case type = 'Sales' →…

Submitted by luis.pe· Apr 18, 2026Describe Dynamics 365 Customer Service

Question

A company allows customers to submit cases through its website. A case type field on the webform has sales and service options. You need to add the case automatically to the sales or service queue based on the field value, using only out-of-the-box functionality. What should you configure?

Options

Arecord creation and update rule
Bsequence
Crouting rule
Dassistant

How the community answered

(56 responses)

A
5% (3)
B
13% (7)
C
79% (44)
D
4% (2)

Explanation

A routing rule in Dynamics 365 Customer Service is specifically designed to automatically route records (such as cases) to a queue based on defined conditions - such as the value of a field on the record. Configuring a routing rule with two conditions (case type = 'Sales' → Sales queue; case type = 'Service' → Service queue) fulfills this requirement using only out-of-the-box functionality. (A) A record creation and update rule is used to create Dynamics 365 records from incoming activities like emails or social posts - not for routing already-created cases. (B) Sequences are sales cadence tools in Dynamics 365 Sales, not for case routing. (D) The assistant (Copilot/assistant studio) provides suggestions and insights, not automated routing logic.

Topics

#Case management#Queue routing#Customer Service automation#Routing rules

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