What is the maximum number of allowed active Routing Rule sets that can be defined for a single entity?

The correct response is that a single entity can have only one active Routing Rule set defined at any given time. Routing Rule sets in Dynamics 365 are designed to direct incoming cases, leads, or other records to the appropriate users or queues based on specific criteria. This functionality ensures that there is a clear and streamlined process for handling requests.

Having only one active Routing Rule set for a single entity eliminates potential conflicts and confusion that could arise from having multiple sets active simultaneously. It allows administrators to maintain better control and ensures consistency in how records are routed. They can, however, create and maintain multiple Routing Rule sets, but only one can be in active use at a time for any given entity. This design is intentional to keep routing rules simple and integrated within the system's operational framework.

Understanding this limitation is crucial for managing customer service operations efficiently within Dynamics 365.