Configure work classification and assignment in Dynamics 365 Customer Service
Intermediate
Business User
Functional Consultant
Customer Service
Dynamics 365
Use record data to drive deliberate routing outcomes. Classify an email-created case, direct it to the right advanced queue, prioritize urgent work, and assign an eligible representative while evaluating where AI-assisted models add value.
Learning objectives
This module explains how to:
- Classify incoming records with logical and machine learning rules.
- Direct work to advanced queues and validate routing outcomes.
- Prioritize queued work and configure assignment logic.
- Evaluate when AI-assisted classification supports routing requirements.
Prerequisites
Basic knowledge of the Dynamics 365 Customer Service app