Route and distribute work 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

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Summary

Introduction

Set up work classification

Route items to queues

Set up work assignments in queues

Get started with intelligent routing

Diagnostics

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Summary

Introduction

Define skill-rating models

Skill types

Assign skills to agents

Define a default skill-matching algorithm for a workstream

Attach skills to work items

Build intelligent skill-finder models

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Summary

Introduction

Entity record routing

Entity routing rule sets

Route triggering

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Summary