Use skill-based routing in Dynamics 365 Customer Service
Intermediate
Business User
Dynamics 365
Customer Service
The unified routing feature in Dynamics 365 Customer Service includes a skill-based routing solution that helps organizations more effectively handle customer-related issues. Its configurable interface helps ensure that conversations are routed to agents who have the skills and proficiency levels that match those levels that are defined on the incoming conversation.
Learning objectives
This module explains:
- Skill rating models.
- How to assign representatives to skills.
- Intelligent skill finder.
Prerequisites
Experience with the Customer Service app and unified routing