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Dynamics 365 Community / Blogs / Softchief Dynamics 365 Customer Engagement Blog / How to Configure Skills in ...

How to Configure Skills in Dynamics 365 Customer Service for Smarter Case Routing

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Sanjaya Prakash Pradhan Profile Picture Sanjaya Prakash Pra... 2,745 User Group Leader
Introduction A case about a Power Apps issue needs a different agent than a billing question. If cases reach the wrong representative, customers face delays, repeated explanations, and unnecessary transfers. Learning how to configure skills in Dynamics 365 Customer Service helps prevent these problems. Skills identify the expertise needed to resolve a customer issue. They…
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