Use skill-based routing in Dynamics 365 Customer Service
Intermediate
Business User
Functional Consultant
Dynamics 365
Customer Service
Match each work item with the capabilities it requires. Attach skill requirements to an email-created case, compare them with representative proficiency, choose an exact or closest matching strategy, and use intelligent skill finder when record data alone isn't enough.
Learning objectives
This module explains how to:
- Build a skill taxonomy with proficiency scales, skill types, and skills in Skills hub.
- Maintain representative skill and proficiency assignments.
- Choose exact or closest skill matching and implement the strategy in assignment methods.
- Attach skill requirements to routed records with logical work-classification rules.
- Govern the intelligent skill finder model lifecycle from training through maintenance.
Prerequisites
Basic knowledge of the Dynamics 365 Customer Service app and unified routing