Dynamics 365 Customer Engagement
Unified Routing – Sentiment Predictions
Within Microsoft’s Unified Routing for Dynamics 365 we can route work items using AI based sentiment predictions. Say you detect that a customer is…
Tag: Unified
Dynamics 365 Customer Engagement
Honor customer data use consent with unified profiles in Dynamics 365 Customer Insights
Data protection and privacy regulations, such as the General Data Protection Regulation (GDPR) in the European Union and the California Consumer Privacy Act (CCPA)…
Dynamics 365 Customer Engagement
Fixed – Unable to add record type ‘Lead’. It is invalid to create component msdyn_decisioncontract with the same export value as an existing component in Unified Routing (Dynamics 365)
Recently while trying to enable Unified Routing on Lead table/ entity we got the below error. “Unable to add record type ‘Lead’. It is…
Dynamics 365 Customer Engagement
Unified Routing – Custom Assignment Rules
Microsoft’s Omnichannel for Customer Service makes use of Unified Routing to allocate (assign) work items to agents. Typically, once a conversation or record is…
Dynamics 365 Customer Engagement
How to – Provision Unified Routing in Dynamics 365 Customer Service Hub
Unified Routing can be configured in Customer Service Hub or Omnichannel Admin Center. To configure it for Dynamics 365 Customer Service, navigate to Service…