One of the main methods of communication still used as standard by many customer service teams is the email channel. Fortunately customers have been able to configure this in the D365 Customer Service module leveraging the functionality that allows case records to be created from activity records and subsequently routed to a queue.
But how does this work within the Omni Channel Engagement Hub and can it be configured in the same way?
In the video below, I demonstrate how we can configure case records to be routed to an omni channel enabled queue when it is created.
The main things to note which are also shown or mentioned in the video:
- The OmniChannel Engagement Hub has a pre prepared flow which allows he routing of entity channels associated to case records.
- When creating a workstream record, ensure the correct work distribution method is selected as this value cannot be changed.
- Omni Channel and D365 Customer Service both share the same record routing rules.
If your case record is not appearing in Omni Channel and you have configured the entity channel, the below checks may assist with troubleshooting the issue:
- Is the Entity Record Distribution Flow turned on?
- Is the workstream id the same as the id of the workstream associated to the entity channel?
- Does the entity channel have an active routing rule?
- Is your user assigned to the queue?
Hopefully this post helped you to avoid my initial pains when configuring this channel 🙂