Routing and work distribution in 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.

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.

Learning objectives

In this module, you will:

  • Learn about routing and work distribution components.
  • Learn how to define work stream capacity.