Unified Routing – Preferred Agent Routing

A new feature is coming to the Unified Routing feature found in Microsoft’s Dynamics 365 Customer Service app …. It will allow us to route work items to agents based on a contact having one or more preferred resources. I will describe this new feature in this post.

The use case for this feature is that you may have one or more agents that frequently look after a particular agent. Meaning of…

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Unified Routing – Preferred Agent Routing

A new feature is coming to the Unified Routing feature found in Microsoft’s Dynamics 365 Customer Service app …. It will allow us to route work items to agents based on a contact having one or more preferred resources. I will describe this new feature in this post.

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Author: Neil Parkhurst

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