Microsoft Dynamics 365 Omnichannel for Customer Service – Part-1 – Unified Routing

In today's enterprise landscape, work routing plays a vital role in intelligently directing incoming customer service records, allowing for the efficient scaling of operations. Microsoft Dynamics 365 Omnichannel for Customer Service contains the Unified Routing engine, which can be configured to support a range of complex business rules related to routing work items to the proper agents, regardless of the originating channel or other requirements such as language support or skillsets. With Unified Routing, work items can be classified based on factors such as customer categories, urgency, and required skills or languages, then assigned to the most appropriate agent and queue. Prioritization ensures that agents can address high priority work items first and capacity/availability is factored in when making assignments. By implementing these best practices, organizations can better manage their customer service workload to achieve optimal results.

Stay tuned for future blog posts exploring the setup and configuration of Unified Routing for Microsoft Dynamics 365 Omnichannel for Customer Service.

Written by Mihir Shah (@mihircrm) of 365WithoutCode.