Build the foundation for reliable record routing by configuring representatives, presence, capacity, queues, workstreams, and intake rules in Dynamics 365 Customer Service.
This module explains how to:
- Distinguish basic routing rule sets from unified routing.
- Provision unified routing for routed records.
- Configure representative presence and capacity for assignment eligibility.
- Create advanced record queues and establish baseline work distribution.
- Create record workstreams and intake rules that admit records into unified routing.
Turn incoming records into routing decisions with classification, queue selection, prioritization, assignment methods, and AI-assisted models in Dynamics 365 Customer Service.
This module explains how to:
- Classify incoming records with logical and machine learning rules.
- Direct work to advanced queues and validate routing outcomes.
- Prioritize queued work and configure assignment logic.
- Evaluate when AI-assisted classification supports routing requirements.
Connect work with qualified representatives by configuring skills, proficiency, matching algorithms, classification, and intelligent skill finder in Dynamics 365 Customer Service.
This module explains how to:
- Build a skill taxonomy with proficiency scales, skill types, and skills in Skills hub.
- Maintain representative skill and proficiency assignments.
- Choose exact or closest skill matching and implement the strategy in assignment methods.
- Attach skill requirements to routed records with logical work-classification rules.
- Govern the intelligent skill finder model lifecycle from training through maintenance.

Syllabus

Set up unified routing in Dynamics 365 Customer Service
- Introduction
- Route cases by using basic routing rule sets
- Set up unified routing
- Create and manage users
- Create and manage queues for unified routing
- Set up workstreams for record routing
- Check your knowledge
- Summary
Configure work classification and assignment in Dynamics 365 Customer Service
- Introduction
- Set up work classification
- Route items to queues
- Set up work assignments in queues
- Get started with intelligent routing
- Check your knowledge
- Summary
Use skill-based routing in Dynamics 365 Customer Service
- Introduction
- Define proficiency scales
- Create skill types and skills
- Assign skills to representatives
- Define a default skill-matching algorithm for a workstream
- Attach skills to work items
- Build intelligent skill finder models
- Module assessment
- Summary