Practice Lab – Configure case routing

Scenario

As a customer service manager at Contoso Coffee, you need predictable intake and routing for customer cases. In this lab, you configure an automatic record creation rule for high-priority email requests and set up unified routing for case records. You then classify an existing problem case by its required skill, route it to an advanced queue, and verify its assignment to a qualified representative. This exercise should take approximately 60 minutes to complete.

Exercise 1 – Configure case intake

Task 1 – Configure automatic case creation from email

In this task, you configure the deterministic intake rule but don’t send an email. The lab doesn’t require an approved, tested mailbox for the Support queue.

Use the app selector to open Copilot Service admin center.
Go to Customer support > Case settings.
In the Automatic record creation and update rules section, select Manage.
Select New.
Enter the following values:

Rule name: Create case for support email
Activity type to monitor: Email
Queue to monitor: Support

Select Save.
In Step two: conditions to evaluate and actions to take, select New.
Enter High priority emails for Condition name.
Select Add row and add the following condition:

Priority (Email) Equals High

Select Save and open Power Automate.

[!NOTE] If the flow opens in the new designer, turn off the New designer toggle to use the classic designer. The classic designer surfaces Customer Service fields and choices by their labels. The new designer might require underlying values, which are outside the scope of this Customer Service lab.

If prompted to configure a Dataverse connection, use the current connection and select Continue.
Expand the predefined Create a record step. Don’t rename or delete the predefined trigger or Create a record step.
Set Case Type to Request and Priority to High.
Select Save, and then close the Power Automate browser tab.
Return to the rule item dialog, and then select Save and Close.
On the automatic record creation rule, select Save.
Select Activate, and then confirm the activation.

[!NOTE] Don’t enable an automatic reply or attempt an inbound email test. Those actions require an approved mailbox, server-side synchronization, and a working email address. You validate record routing with an existing case later in this lab.

Exercise 2 – Prepare unified routing resources

Task 1 – Confirm unified routing

Basic queues such as Bronze, Silver, and Gold support manual queue work and mailbox scenarios. Unified routing uses advanced queues, workstreams, classification rules, and assignment methods to distribute work to eligible representatives.

In Copilot Service admin center, go to Customer support > Routing.
In Manage unified routing, select Manage.
Confirm that Unified routing is set to Yes.
If unified routing is off, set it to Yes, select Save, and wait for enablement to finish before continuing.

[!IMPORTANT] If the setting reports that required services aren’t installed, stop this exercise and notify your instructor. Don’t provision Contact Center or other channels to complete this lab.

Task 2 – Create and assign a skill

In this task, you create a skill for complex product issues and assign it to your user. Unified routing can then compare the skill requirement attached to a case with your representative profile.

In Copilot Service admin center, go to Customer support > User management.
In the Skills hub section, select Manage.
In the Skills section, select Manage. The Active Characteristics page opens.
Select New.
Enter Coffee brewer troubleshooting for Skill name.
Select Skill for Type.
Select Save.
In the Users (Agents) section, select New Bookable Resource Characteristic.
In the Quick Create: Bookable Resource Characteristic pane, select 5 (Excellent) for Rating Value.
Select your user for User (Agent). (Your user will probably be named Trial User.)
Select Save and Close, and then confirm that your user appears in the Users (Agents) section.

Task 3 – Create an advanced queue

In this task, you create a record queue for Gold-level cases and use capacity-aware assignment. The assignment method considers queue membership, presence, available capacity, and required skills when it selects a representative.

Go to Customer support > Queues.
In the Advanced queues section, select Manage.
Select New queue.
Enter the following values:

Name: Gold - Unified Routing
Type: Record
Queue priority: 1
Description: Routes complex coffee brewer cases to representatives with troubleshooting expertise.

Select Create.
Select Add users.
Select your current user (it may be called MOD Administrator here), and then select Add.
Confirm that your user is listed for the queue.
For Assignment method, confirm that Highest capacity is configured.

Exercise 3 – Configure classification, routing, and assignment

Task 1 – Create a record workstream and intake rule

In this task, you create a case workstream in Push mode. After classification and queue routing, unified routing automatically assigns a work item to an eligible representative.

In Copilot Service admin center, go to Customer support > Routing.
In the Set up record routing section, select Manage.
Confirm that Case is listed as a record type.
If Case isn’t listed, select Add, select Case for Record type, and then select Add.
Go to Customer support > Workstreams.
Select New workstream.
Select Inbound and select Next.
Enter the following values:

Name: Contoso Coffee cases
Type: Record
Record type: Case
Work distribution mode: Push

For Fallback queue, select Choose existing, and then select Default entity queue.
Select Create. (It may take a minute or so for the workstream to be created.)
In the Work distribution section, select See more.
Enter 1 for Unit-based capacity.
For Allowed presences, select Available only.
For Default skill matching algorithm, select Exact Match.
Select Save and close.
In the Intake rules section of the workstream, select Create rule.
Enter Active cases for Rule name.
Add the following condition by selecting Add row:

Status Equals Active

Under Map to, select Workstream, and then select Contoso Coffee cases for Workstream.
Select Create.

Task 2 – Classify problem cases by required skill

In this task, you create a logical classification rule. When a problem case enters the workstream, the rule attaches the Coffee brewer troubleshooting skill before queue routing and assignment occur.

In Contoso Coffee cases, locate the Routing rules section.
Next to Work classification, select Create ruleset.
Select Create new.
Select Logical rules for Rule type.
Enter Case skill classification for the name and Assigns coffee brewer troubleshooting expertise to problem cases. for the description.
Select Create.
In the Decision list, select Create Rule.
Enter Coffee brewer troubleshooting for problem cases for Rule Name.
Add the following conditions below the existing condition by selecting +Add and Add row:

Case Type Equals Problem

Product Equals Contoso Coffee Pro 100 Brewer

In Output, enter the following values:

Attribute: Skills
Operator: Set to
Value: Coffee brewer troubleshooting
Proficiency: Excellent

Select Create.
Confirm that the rule appears in Case skill classification.

Task 3 – Configure the route-to-queue rule

In this task, you route problem cases to the advanced Gold queue. Queue assignment then evaluates the skill attached during classification together with representative presence and capacity.

In Contoso Coffee cases, locate the Routing rules section.
Next to Route to queues, select Create ruleset.
Enter Case queue routing for the ruleset name, and then select Create.
In the Decision list, select Create Rule.
Enter Problem cases to Gold for Rule Name.
Below the existing condition, select +Add and Add row to add a new condition.
Add the following condition:

Case Type Equals Problem

Under Route to queues, select Gold - Unified Routing.
Select Create.
Confirm that the rule is listed in the ruleset and that Gold - Unified Routing is the destination queue.

Exercise 4 – Route and verify a case

Task 1 – Route the existing problem case

Allow several minutes for the routing configuration to propagate.
Use the app selector to open Copilot Service workspace.
Set your presence to Available.
In the site map, select Cases.
Select the My Active Cases view, and then open Coffee Brewer Still Not Heating After Reset.
On the Details tab, confirm that Type is Problem and Status is Active.
On the command bar, select Save and route. You might need to select More commands (…) to find the action.
Confirm the routing action if prompted.
Wait for unified routing to process the case, and then refresh the page.
Select Queue Item Details.
Confirm that the case is in Gold - Unified Routing and is assigned to your user.
In the site map, select Queues.
Select the Queues I’m a member of view, and then select Gold - Unified Routing.
Confirm that Coffee Brewer Still Not Heating After Reset appears as a queue item and that Worked By shows your user.

If the case doesn’t route after the configuration has propagated, verify these settings in Copilot Service admin center:

The Active cases intake rule maps active cases to Contoso Coffee cases.
The Coffee brewer troubleshooting for problem cases classification rule attaches Coffee brewer troubleshooting.
The Problem cases to Gold rule tests Case Type Equals Problem.
Gold - Unified Routing is a Record queue and includes your user.
The case is active and its Type is Problem.

If the case reaches the queue but isn’t assigned, confirm that:

Your presence is Available.
Your user has the Coffee brewer troubleshooting skill at the required proficiency.
The workstream uses Exact Match, allows the Available presence, and requires one unit of capacity.
Gold - Unified Routing uses the Highest capacity assignment method.
Your user has enough available capacity for the work item.