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Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service
Note
Case information is applicable only to Customer Service.
Perform the steps mentioned in this topic to provision unified routing in Customer Service. By default, unified routing isn't enabled if only Customer Service is installed.
In the site map of Customer Service admin center or Contact Center admin center, select Routing. The Routing page appears.
In Manage unified routing, select Manage.
On the Manage unified routing page, switch the toggle to Yes for Unified routing.
Select Save. A message that unified routing provisioning is in process appears.
If the provisioning fails, go to Dynamics 365 Customer Service and Dynamics 365 Contact Center troubleshooting or contact Microsoft Support to help resolve the issue.
When the omnichannel capabilities are available but not deployed, in the Service Configuration Settings page, the following message will appear:
"Some required services need to be installed before unified routing can be turned on. Please contact Microsoft Support."
When Omnichannel for Customer Service doesn't have the required solutions, the following message will appear:
"Before unified routing can be turned on, Omnichannel needs to be updated. Please contact Microsoft Support."
Set up the user as a bookable resource
Process for setting up unified routing
Provide consent to access data
Set up record routing
Provision channels
Events
Mar 31, 11 PM - Apr 2, 11 PM
The ultimate Microsoft Fabric, Power BI, SQL, and AI community-led event. March 31 to April 2, 2025.
Register todayTraining
Module
Get started with unified routing for Dynamics 365 Customer Service - Training
Learn about basic routing, unified routing, and user setup in order to improve customer satisfaction and efficiently manage work items in Dynamics 365 Customer Service.
Certification
Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate - Certifications
Improve business processes for customer service functions, such as automatic case creation and queue management with Microsoft Dynamics 365 Customer Service.