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- Learn about basic routing, unified routing, and user setup in order to improve customer satisfaction and efficiently manage work items in Dynamics 365 Customer Service.
This module explains how to:
- Learn about basic routing.
- Set up unified routing.
- Create and manage user setup.
- Learn about queues and workstreams.
- Discover how unified routing intelligently matches work item requirements with representative capabilities for optimal productivity.
This module explains how to:
- Set up the components that are involved in classification and assignment of work items.
- Classify work items and route work to employees.
- Set up queues to distribute work.
- Run diagnostics.
- Discover the benefits of unified routing in Dynamics 365 Customer Service, including skill-based routing and configurable interfaces.
This module explains:
- Skill rating models.
- How to assign representatives to skills.
- Intelligent skill finder.
- Learn about rule sets and route triggering in the Dynamics 365 Customer Service solution for effective case management.
This module explains the concepts of:
- Rule sets.
- Route triggering.
