Microsoft Dynamics 365 Omnichannel for Customer Service – Part-1

Posted By Mihir Shah on 18 Aug 2022 in Dyn365CE

I have worked on many enterprise projects that requires an engine to intelligently route work related records to their destination. This is especially true for Customer Service where in the incoming work must be routed to Agents. The understanding and design of Work routing is crucial for the ability of the organization to scale as the workload increases due to addition of new work items /…

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Microsoft Dynamics 365 Omnichannel for Customer Service – Part-1 – Unified Routing

I have worked on many enterprise projects that requires an engine to intelligently route work related records to their destination. This is especially true for Customer Service where in the incoming work must be routed to Agents.

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