In Dynamics 365 Customer Service, unified routing for cases requires the configuration of a single work stream dedicated to the "Record" channel (specifically the Case entity). While you can have multiple intake rules, they all feed into one work stream that defines the routing logic for that entity.

To ensure that cases are actually moved into the Omnichannel queues upon assignment to a user or queue (rather than just changing the owner field), the "Automatically move records to owner's default queue" (referred to in the solution as "Automatically move records in queue") must be enabled at the entity level within the solution metadata. This ensures the routing engine triggers correctly when a record is created or updated.

Microsoft Learn (Official Documentation): Create work streams for unified routing. Section: "Create a work stream for entity records." This confirms that a single work stream is configured per entity type for routing.

Microsoft Learn (Official Documentation): Set up routing for entity records. Section: "Enable an entity for routing." It specifies that for the Case entity, you must enable routing and specifically mentions the "Automatically move records to owner's default queue" setting in the entity definition.

Microsoft Power Platform Documentation: Entity metadata properties. Explains the AutoRouteToOwnerQueue property which controls the movement of records into queues upon assignment.

Microsoft Dynamics 365 Customer Service Documentation: Overview of Unified Routing. Details the architectural requirement of mapping entity types to specific work streams to manage distribution logic.