Get started with unified routing for Dynamics 365 Customer Service
Important
Power Virtual Agents capabilities and features are now part of Microsoft Copilot Studio following significant investments in generative AI and enhanced integrations across Microsoft Copilot.
Some articles and screenshots may refer to Power Virtual Agents while we update documentation and training content.
To ensure that customers are satisfied with the service that's being provided many organizations connect incoming work items, such as cases, phone calls, or chat requests, to the most qualified agent to assist with each specific need.
Learning objectives
In this module, you'll:
- Learn about basic routing.
- Set up unified routing.
- Create and manage user setup.
- Learn about queues and workstreams.
Prerequisites
Basic knowledge of the Customer Service app