Microsoft Dynamics 365 Blog

Shivani Sugandha

Program Manager, Dynamics 365 Customer Service


a person sitting at a desk
a person sitting at a desk

Automatic assignment of incoming service requests is one of the most powerful capabilities of unified routing, benefiting customers as well as management and agents. A common customer pain point is waiting a long time to reach an agent, only to find out that the agent is unable to solve the issue. Precise automated assignment directly Read more