Entity record routing with Omnichannel for Dynamics 365 Customer Service
Important
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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.
Prerequisites
Basic understanding of Dynamics 365 Customer Service