Today I am going to share my thoughts on how to show records enabled for unified routing on Dynamics 365 Omnichannel.
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Let's get's started.
Certainly! In Dynamics 365 Omnichannel, you can now view records enabled for unified routing directly in the inbox. This new feature allows agents to manage their workload more efficiently by having a centralized view of various types of records alongside other customer interactions.
Here are the key details:
1. Business Value:
Help your agents increase productivity by allowing them to work on unified routing-enabled records within the same inbox where they handle cases, emails, voicemails asynchronous chats, live chats, and voice calls.
2. Feature Details:
The inbox now displays records enabled for routing, such as leads, appointments, or tasks.
Administrators can configure inbox views specifically for these routing-enabled records.
Agents can seamlessley manage their workload without switching between different interfaces.
That's it for today.
I hope this helps.
Malla Reddy Gurram(@UK365GUY)
#365BlogPostsin365Days
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