From the course: Learning Microsoft Dynamics for Customer Service
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Routing rules and assignment - Dynamics Tutorial
From the course: Learning Microsoft Dynamics for Customer Service
Routing rules and assignment
- [Instructor] System administrators can configure routing logic in Dynamics 365. This logic can be configured so that work items are automatically routed to the correct queue. For example, if a case related to a shipping issue or question comes into the system, these rules will route the case to the shipping queue. Organizations that are in a need of enterprise-grade routing capabilities can configure unified routing in Dynamics 365 Customer Service. This solution can route the work item directly to an agent that has the required skills to perform the work. For example, if a case enters the system that's related to a Spanish speaking customer, the case can be routed to a queue and then automatically assigned to an agent that has the Spanish speaking skill associated with their profile. Keep in mind that cases that are created manually will usually not be picked up by routing logic. However, customer service reps do have the…
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