Summary
With unified routing in Dynamics 365 Customer Service, organizations can extend the standard Dynamics 365 queue functionality and scale it to handle various routing scenarios based on their organizational needs.
Throughout this module, you explored the basics of getting started with Dynamics 365 Customer Service unified routing for records, including:
The different routing options that are available in Dynamics 365 Customer Service.
How to set up basic routing rule sets.
How to enable unified routing and set up queues, users, and capacity.
How to set up workstreams and intake rules.
This module was designed to get you started with unified routing and introduce many of the concepts that are involved. Your next steps would be to gain a deeper understanding of how to use unified routing's capabilities more effectively. This extended learning would include setting up assignment rules, exploring work classification and routing, setting up skills-based routing, and using machine learning to help routing.