Transform routing rule administration with bulk management
We’re continually improving Dynamics 365 Customer Service to help organizations deliver faster, smarter, and more efficient customer experiences. Today, we’re excited to announce that administrators will now be able to maintain routing rules in bulk. This enhancement empowers administrators to update routing configurations across the board with just a few clicks—a game-changing update for teams leveraging unified routing.
Unified routing is an intelligent, scalable routing system that sends work items to the right queues to ensure quality customer service. Administrators can set up unified routing across channels in Dynamics 365 Customer Service and Dynamics 365 Contact center. Routing rules classify and assign work items based on the type of request and organizational data.
Save time by administering routing rules in bulk
Bulk management enables administrators to create routing ruleset templates for queues and workstreams, eliminating the need for multiple versions of the same routing rules. With a few clicks, apply prioritization, assignment, or work classification ruleset templates to multiple queues and workstreams. Administrators can manage rules centrally—any template update instantly applies to all instances in queues or workstreams, removing the need for individual ruleset maintenance.
By simplifying routing configuration, service teams can devote more time to addressing customers’ needs and less time on administrative tasks. This operational efficiency helps boost overall team productivity.
The ability to maintain routing rules in bulk is now generally available for Dynamics 365 Customer Service customers.
Learn more
To learn more, read the documentation:
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