Workstreams Overview – part 1 – Dynamics 365 Customer Service / Omnichannel

Workstreams can be defined as records or settings, where we can set up the channel, and define routing rules, work distribution, and bots to route work items to the appropriate queue/agents. Workstream can be of 3 different types – Messaging, Record, and Voice. For Messaging we can specify the below channels – Apple messages for … Continue reading “Workstreams Overview – part 1 – Dynamics 365 Customer Service / Omnichannel”