Question
You are using Dynamics 365 Customer Service. You have existing routing rules.
You need to create a routing rule for cases and bulk-import cases.
Which actions should you perform? To answer, select the appropriate action in the answer area.
Explanation
Existing route rule action: the existing routing rule is deactivated. Without unified routing only one basic routing rule set can be active at a time, so activating a new one automatically deactivates the currently active one; it is not deleted and does not stay active.
Import bulk cases: add a Route Case column to the import spreadsheet with the value No for all records. The expected value is exactly No, not a phrase such as "No routing", and saving as a delimited file or entering records manually does nothing to bypass routing.
