Unified Routing for custom entity
#UnifiedRouting, #Distribution, #Workstream, #D365ContactCenter, #ideas
Ciao friends, how are you? ☺️
In this blog post, we'll explore how to activate Unified Routing for a Custom Entity.
My idea
Utilize the Unified Routing feature to efficiently distribute work items to team members.
Scenario
The client has a QC team with multiple members. A Quality Order is created daily and should be assigned to the QC team members accordingly, based on the capacity of each member.
My client is using the D365 Customer Service and Contact Center. And the QC Team is going to these apps.
To address this requirement, I aim to leverage the Unified Routing capability to distribute Quality Orders to QC team members.
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These are just my thoughts, and I believe there are many approaches💡to this case. 😍
Now, let's explore how to enable Unified Routing for the custom entity Quality Order in the D365 Contact Center/ Customer Service.
How to set up Unified Routing for Custom Entity?
I'm using the D365 Contact Center trial environment for this blog post
To implement my solution, I need to enable Unified Routing and create a custom entity called Quality Order. This entity serves as a request item that will be distributed to a QC team for work.
Overall step
Detail step
Provision unified routing in the D365 Customer Service/ D365 Contact Center
In the apps Contact Center Admin center, go to the Routing menu.
Ensure the Unified routing capacity was enabled by default. If not, please turn it on.
Go to the solution, then turn on the Queue capability for the Quality Order entity.
As the OOB functionalities, only the Case entity was applied to the Unified Routing capacity.
So, for another entity, you must enable Queue capability to use this feature.
Necessary Unified Routing Configurations
In the Routing page, go to the Setup record routing
After that, click <+Add> button and select the Quality Order entity to use the unified routing feature.
... after validation, the system will add the Quality Order entity into this list
Move on, creating a Queue for the QC Team, and add the Member for this queue.
The Queue is used in the Workstream Record of the Quality Order. Furthermore, in the Queue, we also define the distribution method, which is the engine that distributes the Work Item (Quality Order) to the queue members.
In the Queue page, open the Advanced queues. Then, click <+New> to create QC Team queue as below.
After creating the QC Queue, we must add the member to the Queue and define the distribution method.
For the testing, I used the standard method provided by the system - Highest capacity.
For more information, you can check the link.
For the Custom entity, we need to create a Flow to trigger the Unified Routing action to route the record to the Queue automatically.
In my approach, I must create a Flow to unified-routing the Quality Order automatically.
My flow configuration:
Details of Step 2:
Action step: Perform an unbound action
Action name: msdyn_ApplyRoutingRuleEntityRecord
Item/Target: entitynames (<entityRecordId>) My example entity: ntd_qualityorders , the recordId was obtained from Step 1
D365 Contact Center Configurations
As an assumption, the QC team member will use the D365 Contact Center and use Contact Center Workspace apps (OOB apps). Therefore, we need to do at least the configurations for this app.
Therefore, after completing these necessary configurations above, we will move on to the configurations for the D365 Contact Center.
Create Record Workstream for the Quality Order entity.
After that, we need to create the unified routing rule for this workstream. By this configuration, the Quality Order record will be auto-routed to the QC Team queue.
... And then, we configure (optional) the Session and Customer service representative notifications. For more details, you can find them in the link: Session template and Notification.
By default, the system will set "Entity records session - default" and "Entity record - assign - default" for the Workstream that has type Record.
Experience profiles enable you to create targeted app experiences for customer service representatives (service representatives or representatives) and supervisors, and are an alternative to building and maintaining custom apps. With the experience profiles, administrators can create custom profiles with specific session templates, conversation channels, and productivity tools. These profiles can then be assigned to users... more details.
And in my solution, I would like to create a new QC Team profile and just apply it to the QC Team members.
To configure, you navigate to Workspaces, then open the Experience profiles, click <+New> to create a profile
After that, we need to do some configurations on this profile:
Add user to profile
Select Entity session template: I created the Quality order session entity.
Configure Inbox view: My Work Items, Open Work Items, Closed Work Items view.
Tada... 🎉 I completed my necessary configurations for my approach. Now I will try to create a new Quality Order record, and my expectation is that the Quality Order record will be auto-routed to workstreams QC Workstream.
Checking...!
My demo instance, I have 2 QC Members: NguyễnTrung Dũng (it's me 😇) and HS DEV. For the quick checking, I login to the Customer Service Hub then create a Quality Order record directly, and Owner of these records I will change to another user.
Now, let's check the result video. And thank you for your patient reading. 😻
Hoping well! 🌿 [NTD]yns.asia
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