Service Cloud Case Routing Number
The Case Routing Number (CRN) is a means of cataloging how a case is routed in Service Cloud. The CRN will
always include at least one digit followed by a decimal and may be as large four digits followed by a decimal.
Each digit provides information on a case's routing history.
Find Case Routing Number
The CRN is located on the Case Detail page within the Field Admin Interface.
Unique CRNs
Before analyzing each digit of the CRN, look for these unique CRNs which provide you with a specific
message about the case routing.
© Canvas 2017 | guides.canvaslms.com | updated 2016-06-04
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Service Cloud Case Routing Number
Ones Place - Account Identification
The digit in the ones place serves to identify the account where the case should be sent. Accounts can be
identified by the UUID (Salesforce ID), account ID, dialed phone number, email domain of requester, custom
(Canvas) URL, or root URL.
Custom and Root URLs
Custom URLs can be created for institutions that want their Canvas instance to complement the branding of
their other websites. If used, it is the URL that will appear in the user's address bar [1]. A root URL is the first
listed URL on the account settings page [2]. Any custom URLs will appear below the root URL [3].
© Canvas 2017 | guides.canvaslms.com | updated 2016-06-04
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Service Cloud Case Routing Number
Decimal - Account, Sub-account & Routing Field Admin Options
The decimal place shows if a routing field admin (RFA) was found in an account or sub-account, or if the case
was routed by sub-account.
Tens Place - Case Assigned to Field Admin
The digit in the tens place defines if an unsuccessful ownership search was made, the owner was found
through a search, or if the case arrived via third party escalation.
© Canvas 2017 | guides.canvaslms.com | updated 2016-06-04
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Service Cloud Case Routing Number
Hundreds Place - Field Admin Routing & Marked for Escalation
The hundreds place shows if the user and/or requester is a Field Admin or if the case failed the owner loop
but attempted to find a Field Admin to add as a contact.
Thousands Place - Case Sent to Instructure
If a CRN includes a digit in the thousands place, it was sent to Instructure.
© Canvas 2017 | guides.canvaslms.com | updated 2016-06-04
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