Set up unified routing in Dynamics 365 Customer Service

Module
8 Units

Intermediate

Business User

Functional Consultant

Dynamics 365

Customer Service

Establish the operational foundation that turns incoming records into assignable work. Configure representatives, presence, capacity, advanced queues, workstreams, and intake rules so an email-created case enters a controlled routing process.

Learning objectives

This module explains how to:

Distinguish basic routing rule sets from unified routing.
Provision unified routing for routed records.
Configure representative presence and capacity for assignment eligibility.
Create advanced record queues and establish baseline work distribution.
Create record workstreams and intake rules that admit records into unified routing.

Prerequisites

Basic knowledge of the Customer Service app

Introduction min
Route cases by using basic routing rule sets min
Set up unified routing min
Create and manage users min
Create and manage queues for unified routing min
Set up workstreams for record routing min
Check your knowledge min
Summary min

Start