From the Microsoft Dynamics 365 CE Blogs: Unified routing; RSO configuration; Customer Service wave 2 highlights; Field Service mobile app

A selection of the latest blogs from the Dynamics 365 CE community

• Unified routing: Queue priority
• A guide to RSO configuration & debugging: Optimization requests
• 2024 release wave 2 highlights of Customer Service
• Generate summary with Copilot in D365 Field Service mobile app (part II)

Unified routing: Queue priority

On his blog, Neil Parkhurst wrote that he uses Dynamics 365 Contact Center to route cases with multiple queues. He noted that previously it wasn't possible to prioritize one queue over another, although you could prioritize work items within a queue. 

Now you can now route cases based on queue priority, which has been a frequent requirement in his projects. Parkhurst wrote that Microsoft has made a change that allows you to assign work based on queue priority.

He stated that this is great because he's often wanted to prioritize conversations or records in one queue over another. For example, if you have a queue for VIP customers, you can now ensure their conversations are routed to agents first.

In his blog post, Parkhurst explained how to use this new feature.

A guide to RSO configuration & debugging – optimization requests

Writing on his blog, Jeevarajan Kumar stated that if you're working on a D365 Field Service project with the resource scheduling optimization (RSO) add-in, you might have noticed there's limited information available, mainly because RSO doesn't offer a trial version.