Utilize a model for work classification based on sentiment prediction in Dynamics 365

Work items can be routed using sentiment predictions in Microsoft's Unified Routing for Dynamics 365. By analyzing the sentiment of customer interactions, businesses can direct work items to the most qualified agents. Sentiment prediction for routing uses a seven-point scale to classify work items based on sentiment scores, ranging from very positive to very negative. To enable sentiment prediction, go to the Customer Service admin center in Dynamics 365 and enable it in the routing settings. Then, create classification rules based on the sentiment prediction model to categorize and assign work items. Finally, create route-to-queue rules to route work items based on sentiment predictions. This feature allows organizations to improve customer service by matching work items with agents who are best equipped to handle them.

Article 15m Microsoft Dynamics 365 CRM Tips and Tricks

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