Classify incoming work items with effort estimation in Unified Routing
In this feature overview video series, we highlight new capabilities included in the latest update to Dynamics 365 Customer Service. Service requests may originate from any channel an organization supports to receive incoming support requests (work items) from customers. To ensure that the request is assigned to the most appropriate agent, work items must include the right details. In the work item classification stage, the rules and machine learning (ML) models can be used to add information on the work item, which can then be used to find the best-suited agent. Intelligent classification ensures that an incoming customer support request (or work item) has the best information available to route it to the correct queue or agent. The key benefits of intelligent classification are as follows:
* Minimizes the overhead in creating and maintaining logical routing rules.
* Brings data-driven approach towards routing by using the runtime "actuals" to predict the values.
* The classification evolves over time as new data is produced and organic changes in customer service are automatically reflected in the routing system. Building on the capability of the intelligent skill finder in unified routing, this wave will include support for other ML-based rules for classification. This includes effort estimation to understand how long it would take for work items to be addressed and then route them to agents with the correct bandwidth. Get the most out of Dynamics 365 Release plan
View all capabilities included in this release: https://aka.ms/Plan/2021RW2/CustomerService Product updates
Stay up to date on latest product updates: https://aka.ms/Updates/CustomerService Release calendar
Know important release milestones: https://aka.ms/Updates/Calendar/CustomerService Licensing
Improve your understanding of how to license Dynamics 365: https://aka.ms/Licensing/CustomerService Product documentation
Find documentation for Dynamics 365: https://aka.ms/Documentation/CustomerService User community
Engage with Dynamics 365 experts and peers in the community: https://aka.ms/Community/CustomerService Upcoming events
Find and register for in person and online events: https://aka.ms/Events/CustomerService Product trials
Get started with Dynamics 365: https://aka.ms/Trials/CustomerService Thank you for watching our video! Stay up-to-date with the latest news and updates from the Dynamics 365 Team by visiting: https://dynamics.microsoft.com/en-us/ The opportunities don’t stop there! We urge our community to continue learning through the following resources: Content Library: https://explore.dynamics.com/h/ Dynamics 365 Blog: https://cloudblogs.microsoft.com/dynamics365/ Free trial: https://trials.dynamics.com/Dynamics365/Signup Subscribe to Dynamics 365 YouTube: http://www.youtube.com/c/MicrosoftDynamics365 Dynamics 365 on Facebook: https://www.facebook.com/msftdynamics365/ Dynamics 365 on LinkedIn: https://www.linkedin.com/showcase/microsoft-dynamics/ Dynamics 365 on Twitter: https://twitter.com/MSFTDynamics365?lang=en #Microsoft #MSFTDyn365 https://www.youtube.com/watch?v=RSRlgpiXAsU