writer updates

Author: haywoodsloan

support/dynamics-365/customer-service/unified-routing/troubleshoot-enabling-unified-routing.md

@@ -1,55 +1,55 @@
 ---
-title: Troubleshoot failures in enabling of unified routing
-description: Learn how to troubleshoot when enabling of unified routing fails in Dynamics 365 Customer Service.
+title: Troubleshoot Failures When Enabling Unified Routing in Dynamics 365
+description: Learn how to troubleshoot failures when enabling unified routing in Dynamics 365 Customer Service.
 author: hbarik
 ms.author: hbarik
 ms.reviewer: nenellim
-ms.topic: troubleshooting
+ms.topic: troubleshooting-problem-resolution
 ms.collection: 
 ms.date: 09/22/2025
-ms.custom: bap-template
+ms.custom: sap:Routing Setup\Unable to turn on Unified Routing
 ---
 
-# Troubleshoot failures in enabling of unified routing
+# Troubleshoot failures when provisioning unified routing
 
-This article provides a resolution for the issue where provisioning of unified routing fails and displays an error message. The failure might be due to various causes, and we provide a set of guidelines for you to troubleshoot this error. 
+This article provides troubleshooting guidance for issues encountered when provisioning [unified routing](/dynamics365/customer-service/administer/overview-unified-routing) in Dynamics 365 Customer Service.
 
 ## Symptoms
 
-When you attempt to turn on the unified routing toggle, one of the following error messages appears:
+When you try to [enable the unified routing toggle](/dynamics365/customer-service/administer/provision-unified-routing#enable-unified-routing-for-customer-service-only) in Dynamics 365 Customer Service, the feature fails to enable and one of the following error messages appears:
 
 - "Unified routing provisioning failed due to issues in configuration..."
 - "Unified routing provisioning failed due to an error in deactivation of basic routing rulesets..."
 - "Unified routing provisioning failed due to an error in activation of basic routing rulesets..."
 
-## Cause 1
+## Cause 1: Issues with basic routing rulesets
 
-If you're already using basic routing, issues might occur when you activate or deactivate a routing rule set or modify permissions on them. 
+If you're already using [basic routing](/dynamics365/customer-service/administer/create-rules-automatically-route-cases), conflicts might occur when you activate or deactivate routing rule sets or modify their permissions.
 
-## Resolution 1
+### Solution
 
-- Check the owner of all the basic routing rulesets. If the owner user doesn't have access, then enable the user or update the owner of the basic routing rule set to an active user.  
+1. Check the ownership of all the basic routing rule sets. If the owner of a rule set no longer has access, either reactivate the user or update the owner of the rule set to an active user.
+2. After correcting any ownership or access issues, try enabling unified routing again.
 
-  Learn more in [Automatically route cases using basic routing rulesets](/dynamics365/customer-service/administer/create-rules-automatically-route-cases).
+For detailed information about basic routing rule sets, see [Automatically route cases using basic routing rulesets](/dynamics365/customer-service/administer/create-rules-automatically-route-cases).
 
-## Cause 2
+## Cause 2: Failures due to master entity routing configuration
 
-One of the following issues can cause a failure in enabling unified routing.
+During provisioning, the system [creates a master entity routing configuration for the Case table](/dynamics365/customer-service/administer/set-up-record-routing#configure-unified-routing-for-records). This step might fail in the following scenarios:
 
-- During a copy from an existing org, the decision contract is added in the target org but the related records are missed. When the system tries to [create a master entity routing configuration for the Case table](/dynamics365/customer-service/administer/set-up-record-routing#configure-unified-routing-for-records) during provisioning, it fails because of the missing related records.
-- When you create the Case master entity record configuration with the same name (new_incidentmasterentityroutingconfiguration) before triggering the provisioning.
+- During a copy from an existing org, the decision contract is added in the target org, but the related records are missed.
+  - When the system tries to create a master entity routing configuration for the Case table during provisioning, it fails because of the missing records.
+- You manually create a Case master entity record configuration with the name `new_incidentmasterentityroutingconfiguration` before triggering provisioning.
 
-## Resolution 2
+### Solution
 
-1. Delete the record of type msdyn_decisioncontract with the following attributes from your Dataverse instance.
+1. Delete the record of type `msdyn_decisioncontract` with the following attributes from your Dataverse instance:
+   1. `msdyn_name`: `Case decision ruleset`
+   1. `msdyn_uniquename`: `new_incidentmasterentityroutingconfiguration`
+1. After deleting the record, try enabling unified routing again.
 
-   - **msdyn_name**: Case decision ruleset
-   - **msdyn_uniquename**: new_incidentmasterentityroutingconfiguration
-
-1. Try to provision again.
-
-  Learn more in [Delete record](/power-apps/developer/model-driven-apps/clientapi/reference/xrm-webapi/deleterecord).
+For information on deleting records in Dataverse, see [Delete record](/power-apps/developer/model-driven-apps/clientapi/reference/xrm-webapi/deleterecord).
 
 ### Related information
 
-[Enable unified routing in Dynamics 365 Customer Service](/dynamics365/customer-service/administer/provision-unified-routing)  
+[Enable unified routing in Dynamics 365 Customer Service](/dynamics365/customer-service/administer/provision-unified-routing)