Provision unified routing for Customer Service

Perform the steps mentioned in this topic to provision unified routing in Customer Service. By default, unified routing is not enabled if only Customer Service is installed.

Prerequisites

Provision unified routing for Customer Service only

  1. In the site map of Customer Service admin center, select Routing. The Routing page appears.

  2. Select Manage for Turn on Unified Routing for Records.

  3. If consent is already provided by the tenant administrator, go to Step 5.

    If consent to access is not provided by the tenant administrator, in the Unified routing section, the following message with a link to the consent page will be displayed:

    "Unified routing requires application permissions. A tenant administrator must provide consent before it can be turned on. Provide consent."

  4. Select Provide consent. The following consent form is displayed on a new tab.

    Consent to allow access to data.

    For information on consent, see Consent to access data to provision Omnichannel for Customer Service

  5. Select Consent on behalf of your organization, and select Accept.

  6. After access is granted, you can close the page to return to the Service Configuration Settings page.

  7. Set the toggle to Yes for Turn on unified routing. A message that unified routing is being provisioned appears.

After unified routing is provisioned, Unified routing successfully provisioned message appears on top of the toggle key.

Provision unified routing in Customer Service with Omnichannel for Customer Service

When Omnichannel for Customer Service is available but not deployed, in the Service Configuration Settings page, the following message will appear:

"Some required services need to be installed before unified routing can be turned on. Please contact Microsoft Support."

When Omnichannel for Customer Service doesn't have the required solutions, the following message will appear:

"Before unified routing can be turned on, Omnichannel needs to be updated. Please contact Microsoft Support."

Note

Unified Routing also appears in the site map if you install or upgrade Omnichannel for Customer Service.

Next steps

Next step. Set up the user as a bookable resource
Home. Process for setting up unified routing

See also

Provide consent to access data
Set up record routing
Provision Omnichannel for Customer Service