🚀 Supercharge Your Case Management: Automatically Route Cases to the Right Queue in Dynamics 365 Using Power Automate!

With Power Automate, you can build smart, no-code workflows to automatically assign cases to the right teams, the moment they arrive.

In this post, I’ll walk you through how to automatically route technical cases to a specific queue called "Tech Support" in Dynamics 365 — all using Power Automate.

🔧 Step-by-Step Guide to Smart Case Routing

🔍 Step 1: Find the Right Queue

Let’s start by fetching the "Tech Support" queue from Dynamics 365.

• Use the Dataverse - List Rows action.
• Target the Queue entity.
• Apply an OData filter to grab only the "Tech Support" queue.

📌 Filter Query:

name eq 'Tech Support'
        

🧠 Step 2: Get the Queue ID

Now that we have the queue, grab its unique ID using the Power Automate expression below:

first(outputs('Queue_Table')?['body/value'])?['queueid']
        

This queueid will help us direct the case to the correct destination.

📥 Step 3: Create a Queue Item

This is where the magic happens — we add the case into the queue!

• Use Add a New Row in the Queue Items entity.
• Set the Queue using the queueid.
• Set Regarding to point to the Case (Case ID).

📝 Step 4: Customize as Needed

Update additional fields like Case Type, Subject, or Priority based on your business needs. This helps your support agents get full context at a glance.

✅ The Complete Flow Looks Like This:

1. Trigger: When a new Case is created.
2. Condition: If Case Type = "Technical".
3. Action: Retrieve the "Tech Support" queue.
4. Action: Extract its queueid.
5. Action: Create a new Queue Item and assign the Case.

🌟 Why Automate This?

• 🕒 Save Time — eliminate manual routing.
• ✅ Increase Accuracy — route to the right team every time.
• 🚀 Boost Agent Productivity — let them focus on solving, not sorting.

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