Configure representative experience and routing — Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

Official references for this objective

• Microsoft — Configure work classification rulesets | Microsoft Learn

  You can create 10 rulesets per workstream, and for each ruleset, you can create up to 100 rule items.

• Microsoft — Use queues to organize, prioritize, and monitor work | Microsoft Learn

  Cases Available to Work On : Displays cases that no one else is working on.

• Microsoft — Create and manage queues for unified routing | Microsoft Learn

  Least active : Assigns a work item to the representative who has been least active among all those who match skills, presence, and capacity.

• Microsoft — Use one record creation and update rule for multiple queues | Microsoft Learn

  you can now add multiple queues to monitor for new automatic record creation and update rules in the Copilot Service admin center app