The routing rules are not working in dynamics 365


As you mentioned, “region is a field in case“, and you want to route case based on region value.

but the screenshot show ‘name’ field and Partner Region(Region) entity, why? So region is a entity, which has 1:N relationship with case?

And from the document–“ 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.”

Automatically route cases using basic routing rulesets | Microsoft Docs

Maybe you can provide screenshots for other rule items.


Leah Ju

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