How to set up unified routing

Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service

In this article, we'll take you through the high-level process of configuring unified routing in Customer Service.

Note

We recommend that you familiarize yourself with the UI because you'll perform the steps and procedures on different pages.

Prerequisites

The following prerequisites are applicable:

The latest release of Customer Service must be installed. More information: What's new in Customer Service
The System Administrator role to set up unified routing for records and work items.
To route records, you must enable the record for routing using the records channel configuration. More information: Records routing

The sequence of the tasks that you'll need to perform for setting up unified routing are outlined in the following table.

Step	Task	Description
	Provision unified routing for Customer Service	Turn on unified routing in Service Configuration Settings.
	Create users in Microsoft 365 admin center Set up the user as a bookable resource	Create users in Microsoft 365 and configure them in Customer Service.
	Create and manage queues for unified routing	Set up queues in advanced queues section and add users.
	Set up unified routing for records	Configure a record for routing.
	Create workstreams for record routing	Configure a workstream for record routing
	Enable routing diagnostics	Turn on routing diagnostics

Make sure that you have the Customer Service Representative role to try the runtime experience and do the following:

The high-level process to set up unified routing for a channel is as follows.

Step	Task	Description
	Create users in Microsoft 365 admin center Set up the user as a bookable resource	Create users in Microsoft 365 and configure them in Customer Service.
	Create a workstream for unified routing	Create a workstream for routing conversations
	Create and manage queues	Configure queues for conversations
	Configure routing rules	Configure routing rules for conversations
	Configure assignment rules	Configure assignment rules for routing conversations.

Optionally, you can configure the following settings.

Task	Description
Configure and publish the skill model to use machine learning work classification. More information: Set up intelligent skill finder model	To route records and work items from channels
Configure capacity profile to use capacity profile-based classification. More information: Create and manage capacity profiles	To route records and work items from channels