Update troubleshooting guide for unified routing: correct date, enhance clarity, and refine resolutions

Author: neeranelli

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

@@ -6,7 +6,7 @@ ms.author: hbarik
 ms.reviewer: nenellim
 ms.topic: troubleshooting
 ms.collection: 
-ms.date: 09/17/2025
+ms.date: 09/22/2025
 ms.custom: bap-template
 ---
 
@@ -28,24 +28,25 @@ If you're already using basic routing, issues might occur when you activate or d
 
 ## Resolution 1
 
-- Check whether the routing ruleset belongs to a user who no longer has access.
-
 - 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.  
 
   Learn more in [Automatically route cases using basic routing rulesets](/dynamics365/customer-service/administer/create-rules-automatically-route-cases).
 
 ## Cause 2
 
-The system creates a master entity routing configuration for the Case table as part of provisioning that might fail in copied orgs due to missing related records, or when the customer creates the Case master entity record configuration with the same name before triggering provisioning.
+One of the following issues can cause a failure in enabling unified routing.
+
+- 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 the customer creates the Case master entity record configuration with the same name before triggering the provisioning.
 
 ## Resolution 2
 
-- Delete the record and try to provision again.
+1. Delete the record of type msdyn_decisioncontract with the following attributes from your Dataverse instance.
 
-- Delete the record of type msdyn_decisioncontract with the following attributes from your Dataverse instance to complete the provisioning of unified routing successfully.
+   - **msdyn_name**: Case decision ruleset
+   - **msdyn_uniquename**: new_incidentmasterentityroutingconfiguration
 
-  - **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).