- [Instructor] System administrators can configure
routing logic in Dynamics 365.
This logic can be configured so that work items
are automatically routed to the correct queue.
For example, if a case related to a shipping issue
or question comes into the system,
these rules will route the case to the shipping queue.
Organizations that are in a need
of enterprise-grade routing capabilities
can configure unified routing
in Dynamics 365 Customer Service.
This solution can route the work item directly to an agent
that has the required skills to perform the work.
For example, if a case enters the system that's related
to a Spanish speaking customer, the case can be routed
to a queue and then automatically assigned to an agent
that has the Spanish speaking skill associated
with their profile.
Keep in mind that cases that are created manually
will usually not be picked up by routing logic.
However, customer service reps do have the option
to manually route a case.
The thought behind this is when a customer service rep
creates a case, he or she will most likely be working on it
but if they need to route it somewhere else, they can.
Cases of that created automatically through integrations
or through a portal can be picked up by the routing logic.