Microsoft Dynamics 365 Blog
Manish Bhatia

Manish Bhatia

Program Manager, Dynamics 365 Customer Service

Posts

A woman sitting at a desk with two monitors, working on a customer service call.
A woman sitting at a desk with two monitors, working on a customer service call.

Unified routing in Microsoft Dynamics 365 Customer Service is an intelligent, enterprise-grade routing and assignment capability. Taking into consideration both work item requirements and your agents’ capabilities, unified routing directs incoming work items to the queue or agent that’s best suited to handle them….Read more

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