Routing and work distribution in Omnichannel for 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.
Omnichannel for Customer Service contains several components to ensure that items are routed and distributed appropriately. In this module, you will learn about routing and work distribution in Omnichannel.
In this module, you will:
Learn about routing and work distribution components.