When a case is created automatically, what happens next regarding routing rules?

When a case is created automatically in Dynamics 365 Customer Service, the system evaluates routing rules to determine how the case should be assigned to a support agent or team. Routing rules are designed to help streamline case management by automatically directing cases based on predefined criteria, such as case type, customer priority, or the skills of available agents.

The evaluation of routing rules occurs immediately after the case creation process, ensuring that cases are handled by the most appropriate resources promptly. This automatic evaluation enhances efficiency in customer service operations by reducing the need for manual assignment and ensuring that cases are processed swiftly based on organizational protocols.

This function is integral to maintaining a system that adapts to varying demands and circumstances, allowing for a responsive and dynamic approach to customer service tasks.