Summary

  • 8 minutes

In addition to requesting support through modern channels such as Live Chat, SMS, or social media, Dynamics 365 tables (like Cases) can also be used to trigger agent sessions in Omnichannel for Customer Service. In some instances, these rows will not need to be worked on by an omnichannel agent. A representative who only works in Dynamics 365 Customer Service Hub might be able to handle the issue. As these items are created, they need to be evaluated to determine if they should be distributed to a traditional Customer Service Hub representative or to an omnichannel agent. The standard Dynamics 365 queue functionality can be extended to handle the routing of table rows to either representatives working in Customer Service Hub or omnichannel representatives working in Omnichannel for Customer Service.

This module examined how to use Dynamics 365 row routing in Omnichannel for Customer Service, including:

  • Examining the relationship between Customer Service Hub and Omnichannel for Customer Service, and how table rows are used in both instances.

  • Explaining the procedure for enabling a table to use table routing functionality and the process that is used to configure it.

  • How creating work streams is different for table rows and potential configuration concerns to be aware of.

  • Examining what routing rule sets are and how they are used in Customer Service Hub and with Omnichannel for Customer Service.

  • Explaining what rule items are and how they are used by routing rule sets to distribute table rows in the application.

  • Reviewing how routing rules can be applied to table rows either manually or automatically based on the needs of the organization.

Your next steps from here would be to gain a deeper understanding on how to define and configure other communication channels in Omnichannel for Customer Service and how to extend application functionality to support more advanced scenarios such as working with virtual agents (bots). These steps would also include knowing how other work items are routed and distributed to representatives. It is also important to understand how to create, configure, and deploy additional channels such as Live Chat, SMS, or Facebook.