Summary
Unified routing in Dynamics 365 Customer Service provides organizations with a powerful framework that they can use to build tailored, scalable, and intelligent routing solutions. This capability helps ensure that items that are reported by customers are handled in a timely manner and by someone who's qualified to work on them. Organizations have control of everything, from defining how to classify and route work items, to ensuring that the work items are going to the appropriate place, to controlling how work is assigned to agents.
This module described what you need to set up the different elements in unified routing, including:
High-level concepts of how unified routing works.
How to control the distribution of work to agents through assignment rules and queues.
Work classification rules and the process for setting up these rules.
How to use routing rule sets to route incoming items to the correct queue.
Intelligent routing and the basics of setting up the feature.
Diagnosing and troubleshooting routing issues.
Your next steps would be to gain a deeper understanding of other components of unified routing, such as skills-based routing, where you can route items to agents who have the necessary skills to work on the item.