Entity record routing with Omnichannel for Dynamics 365 Customer Service

  • Module
  • 6 Units
Intermediate
Business User
Functional Consultant
Dynamics 365
Customer Service

The Dynamics 365 Customer Service solution allows organizations to manage and resolve issues that customers are encountering. In a traditional scenario, you would perform case management by using the core components of Customer Service. One of those core components is entity record routing, which is explained in this module.

Learning objectives

This module explains the concepts of:

  • Rule sets.
  • Route triggering.

Prerequisites

Basic understanding of Dynamics 365 Customer Service