Route work efficiently with unified routing in Dynamics 365 Customer Service

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

Turn incoming customer requests into coordinated action with unified routing. Configure rule-based and AI-assisted classification, route work to the right queues, and match each item with representatives who have the appropriate skills, presence, and capacity. Effective routing reduces manual triage and helps teams respond to customers more efficiently.

Learning objectives

This module explains how to:

  • Set up the components that are involved in classification and assignment of work items.
  • Classify work items and route work to representatives.
  • Set up queues to distribute work.
  • Use AI and machine learning to enhance routing.

Prerequisites

Basic knowledge of the Dynamics 365 Customer Service app

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