{Do you know} Use Skills to find the right agents for a consult on Dynamics 365 Omnichannel

If you're trying to match customers with the most suitable agents for consultations regarding Dynamics 365 Omnichannel, consider utilizing a skills-based routing system. This system involves first profiling agents based on their skills, experience and knowledge, including product knowledge, language proficiency and technical expertise. When a customer initiates a conversation, the system analyzes the query and matches it to the most appropriate agent based on the required skills and the agent's availability and workload. To implement skills-based routing in Dynamics 365 Omnichannel, set up agent profiles with relevant skills, define routing rules that match customer queries to the appropriate agents, and monitor performance regularly to refine the process. Additionally, when looking for agents skilled in Dynamics 365 Omnichannel, consider their expertise in the Dynamics 365 platform, omnichannel communication channels, problem-solving, communication skills, adaptability, product knowledge, empathy, and time management. By utilizing these strategies, you can improve the efficiency and effectiveness of your customer service and support.

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