Get started with unified routing for Dynamics 365 Customer Service

Business User
Functional Consultant
Dynamics 365
Customer Service

To ensure that customers are satisfied with the service that's being provided, many organizations will 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.


Basic knowledge of the Customer Service app