Unified Routing - Overview

Microsoft Dynamics 365 Customer Service enables your organization to deliver personalized customer experiences, omnichannel service, and fast issue resolution.

Unified routing is an intelligent, scalable, and enterprise-grade routing and assignment capability that can direct the incoming work item to the best-suited queue and agent by adhering to work item requirements and matching them with the agent’s capabilities.

Learn more about unified routing: https://docs.microsoft.com/dynamics36...

Try Dynamics 365 Customer Service for free: https://dynamics.microsoft.com/custom...

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