In my example the record type is “Email”. Below you can see that I have selected “+ Add” and then chosen my record type. In this first step we will simply define the record type to be routed. Create a Power Automate Flow to route the entity.In the remainder of this post I will describe each step in detail. There are several steps involved in configuring record routing. (Obviously if you are about to define your first record type your list may be blank!) Under the record routing option you can see all of the existing record types being routed. You can see this below … as I have opened my Omnichannel admin center. I’ve also created a custom activity called “Offline Message” that I route to my agents. In fact I already route cases and leads to agents. I guess before diving in I should stress that this is just one example scenario! You can route any record type. Which I guess may actually be a typical mail box setup for this kind of scenario. In my example I only enabled this mailbox for incoming email. But those emails are not being routed to the correct agents, yet. Meaning incoming emails are appearing on a mail queue as expected. This mailbox has been tested successfully and is already working with Dynamics 365. To support this I have already create a shared mailbox called >.com”. In my example I will route emails from a specific email account into Omnichannel for Customer Service. In this blog post I will explain how record routing operates by creating an example setup. Imagine a customer creates a high priority case in your web portal it might be important that this case is handled as rapidly as a web chat conversation! But we may also need agents to engage with newly created emails, cases, leads or maybe even custom entities. Often we will use Omnichannel for Customer Service to directly converse with customers via say web chat or SMS messages. Whilst I have created this blog post connected with my MB 230 exam revision guide this post should prove useful to anyone wishing to setup record routing within Microsoft’s Omnichannel for Customer Service.
In this post I will concentrate on how to route record to agents. I will attempt to cover as much information as possible in a collection of blog posts that should aid your understanding of Omnichannel. What we can immediately see is that Omnichannel for Customer Service covers a large section of the exam! And also that this topic includes numerous subjects for us to revise. You can see an extract from the current skills measured statement below. In this post I will describe the record routing options of Omnichannel for Customer Service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. I am currently revising for the MB-230 exam.