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…
Continue Reading Neil Parkhurst’s Article on their blog
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.
Blog Syndicated with Neil Parkhurst’s Permission
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