Work Routing and Distribution in Dynamics 365 Customer Service

Managing a high volume of customer inquiries requires a systematic approach to ensure every case reaches the right agent. This course teaches you how to design and implement efficient work distribution workflows using Dynamics 365 Customer Service. You will transition from understanding basic queue management to configuring advanced unified routing rules. By learning how to match incoming work items with the best-suited agents, you will help organizations reduce resolution times and boost customer satisfaction. What you'll learn: Understand the core terminology and architecture of unified routing; Configure queues and workstreams to organize incoming customer requests; Create routing rules based on skills, availability, and capacity; Apply modern classification rules to automatically categorize work items; Monitor and optimize routing diagnostics to troubleshoot distribution issues. You will begin with foundational concepts of work distribution before progressing to configuration scenarios. Through detailed written explanations and logical walk-throughs, you will practice setting up rules and managing agent capacity. This course is designed for beginners, customer service managers, and aspiring system administrators. No prior experience with Dynamics 365 configuration is required. Start reading today to streamline your customer service operations and master automated work distribution.