Unified routing for entity records


This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.

Enabled for Public preview Early access General availability
End users by admins, makers, or analysts This feature is released. Aug 31, 2019 - This feature is released. Oct 25, 2019

Feature details

Today, customer service case routing in Dynamics 365 enables organizations to route cases to static queues. These cases are either manually distributed by supervisors or manually picked by agents. With unified routing, now cases can be routed to omnichannel enabled queues along with work items that originate from other channels such as Chat and SMS.


Omnichannel leverages the existing CDS queue entity, and if you have already setup queues for cases or other entities, you can continue to use the same with omnichannel work distribution.

This allows organizations to tightly define the work profile that their agents are supposed to handle, and organizations can automate the work flow assignment across channels and assign the work items based on agents capacity, availability, and skill.

This unified customer service routing will also be opened up for any activity enabled CDS entity records like custom entities or other out of the box entities.

Agents can use the Omnichannel for Customer Service app, which is the same multi-session experience, to handle these entity record work items alongside work items coming from other channels, such as Chat and SMS.


Today, it's possible for customers to request support using Dynamics 365 Portal. With unified routing, these support work items originating from Portal can be routed and automatically assigned to best available agents.


Routing for case entity records is available in public preview release. Routing for other entity records will be available with GA release.

See also

Entity records routing (docs)