Route work items to preferred agents
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Admins, makers, marketers, or analysts, automatically | 
Aug 31, 2022 |
- |
Oct 20, 2022 |
Business value
With preferred agent routing, organizations can provide hyper-personalized service and foster deeper relationships with the customers. This can help improve customer satisfaction by connecting them with a familiar service agent and providing personalized service to the customers with relevant and journey-aware interactions.
Feature details
With the proposed feature, the administrators will be able to do the following:
- Set up the preferred agents for customers.
- Configure their organization to assign work to the preferred agent if available.
- Select the assignment logic if the preferred agent is unavailable.
See also
Use preferred agent routing to create lifelong customer relationships (blog)