Route and distribute work in Dynamics 365 Customer Service

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Module 1: Learn about unified routing for Dynamics 365 Customer Service.
In this module, you'll:
- Learn about basic routing.
- Set up unified routing.
- Create and manage user setup.
- Learn about queues and workstreams.
Module 2: Learn how to route and distribute work from customers to the appropriate employees with unified routing in Dynamics 365 Customer Service.
In this module, you'll:
- Set up the components that are involved in classification and assignment of work items.
- Classify work items and route work to employees.
- Set up queues to distribute work.
- Run diagnostics.
Module 3: Learn about using skill-based routing in Dynamics 365 Customer Service.
In this module, you'll:
- Learn about skill rating models.
- Learn how to assign agents to skills.
- Learn about intelligent skill finder.
Module 4: The Dynamics 365 Customer Service solution allows organizations to manage and resolve issues that customers are encountering. In a traditional scenario, you would perform case management by using the core components of Customer Service. One of those core components is entity record routing, which is explained in this module.
In this module, you will:
- Learn about rule sets.
- Learn about route triggering.