Setup Entity records routing – Omnichannel for Customer Service

In the previous posts, we learn about provisioning, setting up a live chat, and WhatsApp channel. In this post, we’d see how to set up an Entity records channel. Through the Entity records channel, we can route cases as well as other entities to the omnichannel agents. To enable an entity for Routing, enable Activities … Continue reading “Setup Entity records routing – Omnichannel for…

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How to – Setup Entity records routing – Omnichannel for Customer Service

In the previous posts, we learn about provisioning, setting up a live chat, and WhatsApp channel. https://nishantrana.me/2021/06/05/posts-on-omnichannel-for-customer-service-dynamics-365/ In this post, we’d see how to set up an Entity records channel. Through the Entity records channel, we can route cases as well as other entities to the omnichannel agents.

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