Intelligent routing and assignment for entities and channels
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Admins, makers, marketers, or analysts, automatically | - | - | 
Apr 10, 2021 |
Business value
Organizations typically use queue-based routing, where incoming service requests are routed to a relevant queue, and agents work on service requests picked from the queue. This can be error-prone, inefficient, and necessitate continuous queue supervision. Intelligent routing and assignment capabilities leverage rule-based and machine learning classification to ensure incoming work items are routed to the best-suited worker or queue.
Feature details
The intelligent routing and assignment services use a combination of artificial intelligent models and rules to assign incoming service requests from all channels, including cases, chat, digital messages, and custom entities. The consistent engine ensures agent work is accurately accounted for regardless of the channel it is coming from. The service works alongside the legacy routing and can offer operational efficiencies for organizations by eliminating the need for constant queue supervision and manual work distribution.
See also
Overview of unified routing (docs)