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Dynamics 365

Kartick Muthiah articles

Kartick Muthiah
Kartick Muthiah
Program Manager, Dynamics 365 Customer Service
3 min read

Skill-based routing and one-stop user management help you keep up with customer service demands 

Skill-based routing automatically assigns the agents with the right skills to work on customer support requests. With skill-based routing in Microsoft Dynamics 365 Customer Service, your call center can reduce the number of queues it operates, improve agents’ productivity, and increase customers’ satisfaction.