Loading...

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

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.

Published on:

Learn more
365 without code - A Power Platform D365 blog
365 without code - A Power Platform D365 blog

Share post:

Related posts

Omnichannel for Customer Service – Complex Conversation Routing

Microsoft's Omnichannel for Customer Service allows a single agent to handle conversations from multiple channels. Unified Routing is used to ...

9 months ago

Automatically route cases with Assignment Rules within Microsoft Dynamics 365 CRM!

If you've invested a lot of time, effort, and money in gaining clients for your business, it only makes sense to focus on retaining those cust...

1 year ago

Unified Routing Fallback Queues

If you're looking for an effective way to make sure that customer interactions are properly addressed, then fallback queues in Unified Routing...

1 year ago

Omnichannel for Customer Service – Teams Integration

Microsoft Teams has become an integrated channel with Omnichannel for Customer Service, opening up new possibilities for internal help desks t...

4 years ago

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

In the world of enterprise, routing work-related records to their destined endpoint is vital for efficient workflow management. This is especi...

1 year ago

Omnichannel for Customer Service – Collection

Omnichannel for Customer Service   Omnichannel for Customer Service provides omnichannel capabilities for Dynamics 365. Giving us web chat, SM...

1 year ago

Dynamics 365 Customer Service Support Swarms with Microsoft Teams (Preview)

In this video, Microsoft Dynamics 365 explores how support swarms can transform the customer service experience. By leveraging the collaborati...

1 year ago

Unified Routing – Custom Assignment Rules

Microsoft's Omnichannel for Customer Service makes use of Unified Routing to allocate (assign) work items to agents. Typically, once a convers...

2 years ago

First Look at Unified Routing in Dynamics 365 Customer Service

If you're using Dynamics 365 customer service, you might have heard of Unified Routing, the enterprise-grade routing mechanism that routes inc...

2 years ago
Stay up to date with latest Microsoft Dynamics 365 and Power Platform news!
* Yes, I agree to the privacy policy