Update troubleshoot-enabling-unified-routing.md

Edit review per CI 7525

Author: przlplx

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

@@ -1,6 +1,6 @@
 ---
-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.
+title: Troubleshoot Failures When Provisioning Unified Routing in Dynamics 365
+description: Learn how to troubleshoot failures when you provision unified routing in Dynamics 365 Customer Service.
 author: hbarik
 ms.author: hbarik
 ms.reviewer: nenellim
@@ -12,44 +12,43 @@ ms.custom: sap:Routing Setup\Unable to turn on Unified Routing
 
 # Troubleshoot failures when provisioning unified routing
 
-This article provides troubleshooting guidance for issues encountered when provisioning [unified routing](/dynamics365/customer-service/administer/overview-unified-routing) in Dynamics 365 Customer Service.
+This article provides troubleshooting guidance for issues that occur when you provision [unified routing](/dynamics365/customer-service/administer/overview-unified-routing) in Dynamics 365 Customer Service.
 
 ## Symptoms
 
-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:
+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 is not enabled, and you receive one of the following error messages:
 
 - "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: Issues with basic routing rulesets
+## Cause 1: Issues in basic routing rule sets
 
 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.
 
 ### Solution
 
-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.
+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 transfer the ownership of the rule set to an active user.
+1. Try again to enable unified routing.
 
-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).
+For more information about basic routing rule sets, see [Automatically route cases using basic routing rule sets](/dynamics365/customer-service/administer/create-rules-automatically-route-cases).
 
-## Cause 2: Failures due to master entity routing configuration
+## Cause 2: Failures because of master entity routing configuration
 
 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 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.
+- During a copy operation from an existing organization, the decision contract is added in the target organization, but the related records are missed. Because the records are missing, the system can't create a master entity routing configuration for the Case table during provisioning.
+- You manually create a Case master entity record configuration by using the name `new_incidentmasterentityroutingconfiguration` before you trigger provisioning.
 
 ### Solution
 
-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.
+1. From your Dataverse instance, delete the record of the `msdyn_decisioncontract` type that has the following attributes:
+   - `msdyn_name`: `Case decision ruleset`
+   - `msdyn_uniquename`: `new_incidentmasterentityroutingconfiguration`
+1. Try again to enable unified routing.
 
-For information on deleting records in Dataverse, see [Delete record](/power-apps/developer/model-driven-apps/clientapi/reference/xrm-webapi/deleterecord).
+For information about how to delete records in Dataverse, see [Delete record](/power-apps/developer/model-driven-apps/clientapi/reference/xrm-webapi/deleterecord).
 
-### Related information
+## Related information
 
-[Enable unified routing in Dynamics 365 Customer Service](/dynamics365/customer-service/administer/provision-unified-routing)
+[Manage unified routing in Dynamics 365 Customer Service](/dynamics365/customer-service/administer/provision-unified-routing)