Try skill-based agent search in Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service has introduced skill-based agent search, allowing agents to search for other agents based on specific skills. This feature enhances agent collaboration and improves efficiency during customer interactions. Agents can easily identify and connect with other agents who possess the necessary skills to address customer inquiries effectively. During a conversation with a customer, agents can initiate a consultation with another agent by specifying desired skills, such as language proficiency or product knowledge. The system will display a list of agents who match the criteria, including their names, presence status, and relevant skills. This feature provides a seamless user experience and enables optimal service delivery by reducing misroutes and ensuring that customer inquiries are addressed by the best-suited agent. The skill-based search functionality is enabled by default for all customers.

Article 12m Microsoft Dynamics 365 Blog

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