Within Omnichannel, we have the ability to route conversations based on different factors. At this point in time, there’s Skill-Based routing (covered at https://thecrm.ninja/omnichannel-for-dynamics-365-skills-part-ii/), and Workstream routing (covered at https://thecrm.ninja/omnichannel-pre-survey-responses-routing/).
Routing is used to send customer interactions to specific queues, in…
Continue Reading thecrmninja’s Article on their blog
https://thecrm.ninja/new-functionality-for-routing-rules/
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