Route and distribute work in Dynamics 365 Customer Service
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This learning path describes how to route and distribute work in Dynamics 365 Customer Service using unified routing.
Prerequisites
- Basic knowledge of Dynamics 365 Customer Service
- Access to a trial or licensed version of Dynamics 365
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Modules in this learning path
To ensure that customers are satisfied with the service that's being provided many organizations connect incoming work items, such as cases, phone calls, or chat requests, to the most qualified representative to assist with each specific need.
Unified routing is an intelligent, scalable, and enterprise grade routing and assignment capability. It can direct the incoming work item to the best suited queue and representative by adhering to work item requirements and matching them with the representative's capabilities.
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.
The Dynamics 365 Customer Service solution allows organizations to manage and resolve issues that customers are encountering. In a traditional scenario, you would perform case management by using the core components of Customer Service. One of those core components is entity record routing, which is explained in this module.