Entity record routing with Omnichannel for Dynamics 365 Customer Service

Business User
Functional Consultant
Dynamics 365
Customer Service


Effective November 2020

  • Common Data Service has been renamed to Microsoft Dataverse. Learn more.

  • Some terminology in Microsoft Dataverse has been updated. For example,entity is now table and field is now column. Learn more.

Modules will be updated soon to reflect the latest terminology.

The Dynamics 365 Customer Service solution allows organizations to manage and resolve issues that customers are encountering. In a traditional scenario, you would perform case management by using the core components of Customer Service. One of those core components is entity record routing, which is explained in this module.

Learning objectives

In this module, you will:

  • Learn about rule sets.
  • Learn about route triggering.