Unified routing for Salesforce using data connectors
Important
This content is archived and is not being updated. For the latest documentation, go to the Dynamics 365 Contact Center documentation. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | - | 
Jul 1, 2024 |
Business value
Organizations can use Dynamics 365 Contact Center with Salesforce Service Cloud or a CRM solution of their choice using a Microsoft-provided connector, reducing the time to onboard with greater flexibility in the choice of systems for CRM and routing.
Feature details
Organizations can quickly onboard and use our communication capabilities (omnichannel) and unified routing-based work distribution with their existing CRM solutions like Salesforce. Administrators can connect their existing CRM solutions and use the channel capabilities in Dynamics 365 Contact Center with a one-time access setup to map the CRM solution data.
The key capabilities are as follows:
- Identify customers and cases: Unauthenticated users are linked to CRM data for personalization, with returning customers matched with existing tickets.
- Enriched service request: The incoming service requests are enhanced with additional context derived from the interactions, such as sentiment and with existing data in the CRM solution, such as region of the customer.
- Route contextually: Route the service requests to appropriate queues and agents through customizable rules and real-time decision making. The rules can be authored based on the customer-profile data in the CRM solution, such as VIP flag, current and past cases of the customer, and journeys.