Unified Routing for custom entity

Go to the solution, then turn on the Queue capability for the Quality Order entity.

Move on, creating a Queue for the QC Team, and add the Member for this queue.

The Queue is used in the Workstream Record of the Quality Order. Furthermore, in the Queue, we also define the distribution method, which is the engine that distributes the Work Item (Quality Order) to the queue members.

In the Queue page, open the Advanced queues. Then, click <+New> to create QC Team queue as below.

After creating the QC Queue, we must add the member to the Queue and define the distribution method.

For the Custom entity, we need to create a Flow to trigger the Unified Routing action to route the record to the Queue automatically.

In my approach, I must create a Flow to unified-routing the Quality Order automatically.

My flow configuration:

Details of Step 2:

• Action step: Perform an unbound action

• Action name: msdyn_ApplyRoutingRuleEntityRecord

• Item/Target: entitynames (<entityRecordId>) My example entity: ntd_qualityorders , the recordId was obtained from Step 1

Experience profiles enable you to create targeted app experiences for customer service representatives (service representatives or representatives) and supervisors, and are an alternative to building and maintaining custom apps. With the experience profiles, administrators can create custom profiles with specific session templates, conversation channels, and productivity tools. These profiles can then be assigned to users... more details.

And in my solution, I would like to create a new QC Team profile and just apply it to the QC Team members.

To configure, you navigate to Workspaces, then open the Experience profiles, click <+New> to create a profile

After that, we need to do some configurations on this profile:

1. Add user to profile

2. Select Entity session template: I created the Quality order session entity.

3. Configure Inbox view: My Work Items, Open Work Items, Closed Work Items view.