Efficient workload management in customer service is crucial. Dynamics 365 Contact Center and Customer Service offer advanced prioritization capabilities for tiered service levels based on customer value, sentiment, and SLA adherence. Prioritization empowers organizations to offer tiered service levels and react to SLAs dynamically. Contact center level prioritization enhances routing flexibility and business outcomes. Advanced prioritization scenarios include prioritizing by customer channel and inquiry type. These capabilities align routing decisions with customer and business priorities, providing scalability and flexibility for modern customer service operations.
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