First Look at Unified Routing in Dynamics 365 Customer Service

In this post, we will look at Unified Routing in Customer Service in Dynamics 365. Unified Routing is enterprise-grade routing that routes incoming work to the best agent. It classifies work, then assigns work based on parameters we provide and it can also utilize machine learning. Let’s take a look at it. We will go through the example of routing cases for sales and support to the best agent based … Continue reading First Look at Unified Routing in Dynamics 365 Customer Service

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