Automating Process of Adding Cases to a Queue

A.

To automate the process of adding cases to a queue in Dynamics 365 for Customer Service, the correct answer is A. Use routing rules.

Routing rules are used to automatically route cases to queues based on certain criteria. You can create routing rules based on a variety of criteria, such as case title, customer type, or product. Once a case meets the criteria of a routing rule, it will be automatically added to the designated queue.

Here are the steps to create a routing rule:

1. Navigate to Settings > Service Management > Routing Rules.
2. Click the New button to create a new routing rule.
3. Enter a name and description for the routing rule.
4. Under the Criteria section, define the conditions that must be met for the case to be routed to the designated queue.
5. Under the Actions section, select "Route to Queue" and choose the appropriate queue.
6. Save the routing rule.

Once the routing rule is saved, it will automatically route cases to the designated queue based on the defined criteria. This saves time and ensures that cases are properly prioritized and handled by the appropriate team.