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First Look at Unified Routing in Dynamics 365 Customer Service

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 incoming tasks or workloads to the best agent. In this post, we'll take a closer look at this component in Dynamics 365 and how it helps assign workloads effectively.

Unified Routing entails classifying workloads and based on specific parameters that we set, assigns them to the best-suited agent. It also incorporates machine learning to optimize the routing mechanism. For instance, in this post, we'll investigate how Unified Routing routes cases for sales and support to the most appropriate agent.

Whether you're new to Dynamics 365 or a seasoned user, this post delves into the intricacies of Unified Routing and how you can leverage it to streamline your customer service workflows effectively.

The post First Look at Unified Routing in Dynamics 365 Customer Service initially appeared on Carl de Souza.

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Carl de Souza - Software + Imagination
Carl de Souza - Software + Imagination

Hello! I’m Carl de Souza, a developer and architect focusing on Microsoft Dynamics 365, BI, Web, Cloud, AI and Data Science.

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