2026-08-18

Dynamics 365 Unified Routing - Simply Explained

When a customer sends a chat message, email, phone request, or support case, they usually expect one thing: the right person should help them as quickly as possible. But customer service becomes complicated as organizations grow. A shared inbox that worked perfectly for five agents can quickly turn into a bottleneck when hundreds of requests arrive through multiple channels, in different languages, with different priorities, and requiring different technical skills. In this episode of Microsoft Knowledge Nuggets on M365 FM, Mirko Peters explains Microsoft Dynamics 365 Unified Routing in plain English. We explore how Unified Routing classifies incoming customer requests, determines priority, identifies required skills, considers agent availability and workload, and then routes the work to the most appropriate person. We also explain workstreams, queues, skills, capacity profiles, presence

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Dynamics 365 Unified Routing - Simply Explained (English)