This video demonstrates the purpose of creating a workstream and its usage in setting up the entire channel framework within Microsoft Dynamics 365 Customer Service Omnichannel application.
⭐ Workstream is a collection of settings, including channel setup, routing rules, work distribution and bots
⭐ It is a container to enrich, route and assign work items
⭐ Workstreams can be associated with a channel (e.g. Live chat, Case or Voice)
⭐ Workstream can belong to multiple channels (same type as well)
⭐ Workstream can be of type:
✔️Messaging (route conversation from chat, SMS, social, Teams
✔️Record (route records such as case, email, activity)
✔️Voice (route call calls)
⭐ Work Distribution Mode
✔️Push (work item is dispatched to agents)
✔️Pick (agent has to explicitly pick the work items)
Girish Uppal explains the steps to create, edit and configure workstreams and various settings within workstreams within the Microsoft Dynamics 365 Customer Service Omnichannel application.
#microsoft #powerplatform #dynamicscrm #dynamics365customerservice #microsoftcrm #omnichannel #dynamics365
✔️You can visit girishuppal.com (Girish Uppal) website to get more productivity tips.
✔️Please subscribe to @powertechspeck youtube channel / @powertechspeck to get more productivity tips and tutorial content from Girish Uppal
✔️You can view my Linkedin Profile at: / girishuppal
✔️You can view the badges earned by me at: www.credly.com/users/girish-u...
6 ноя 2023
