Unified Routing Partner Workshop - Route emails and cases using Unified Routing 

Microsoft Dynamics 365 Customer Service is a part of the Digital Contact Center Platform that helps provide best-in-class customer service through live customer engagements, agent collaboration, advanced telephony, and AI-based analytics.
Unified routing is an intelligent, scalable, and enterprise-grade routing and assignment capability that can direct the incoming work item to the best-suited queue and agent by adhering to work item requirements and matching them with the agent’s capabilities.
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