Scenario: Insurance company gets loads of E-mails via E-mail-router into CRM. Based on keywords the e-mails are routed to specific queues. Eg "complaint" to queue "high prio", or "pension" to queue "Life".
Keywords must be maintainable by business owners (separate table, not workflows).
simple: based on first keyword found
complex: combinations, NOT used, prio's, Near, synonymous
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Category: Unified Routing- Assignment
Hi Roland,
To understand this correctly, can you help me answer following questions.
a) As suggested by M Linhardt, you can use Workflows to do this today. What do you feel is missing in workflow functionality?
b) Also, is this because setting up workflows is a tedious tasks and you are looking for a functionality like Routing rules, where you can route records to queues based on certain well defined parameters?
Thanks
Dileep
Category: Unified Routing- Assignment
Hi Roland,
To understand this correctly, can you help me answer following questions.
a) As suggested by M Linhardt, you can use Workflows to do this today. What do you feel is missing in workflow functionality?
b) Also, is this because setting up workflows is a tedious tasks and you are looking for a functionality like Routing rules, where you can route records to queues based on certain well defined parameters?
Thanks
Dileep
Category: Unified Routing- Assignment
Maybe I'm not understanding the requirement but you should be able to do this now.
If description contains "complaint"
reassign to queue "High Priority"
The issues of course is that you have 1) to dream up all the possible keywords and then 2) make monstrous If-Then statements in your workflow to accommodate. This is all assuming that said keywords are spelled correctly; if the end-user (or the programmer) misspell anything, the email would likely be misrouted.
Category: Unified Routing- Assignment
Administrator on 3/30/2023 6:18:57 AM
Hello,
Thanks a lot for sharing your idea! There are multiple ways to achieve this in the product today. You can configure route-to-queues rules for a workstream. Keywords can be used to route work items to the right queues. Alternatively, you can also leverage intelligence skills finder models to predict the skills as keywords, which can then be used to route work items to the right set of queues. To know more - Set up skill-based routing | Microsoft Learn.
Thanks,
Prathmesh Todakar,
Product Manager, Microsoft