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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Associate skills to wo...
Service | Customer Service, Contact Center, Fie...
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Associate skills to work stream in Omnichannel Admin center app

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Posted on by Shweta P

Hi,

We are trying to set up unified routing/assignment of case records in Omnichannel admin center app, and use Customer Service Workspace for agents to work on them.

We came across this: https://docs.microsoft.com/en-us/dynamics365/customer-service/attach-skills which associates skills to a particular work stream, but this functionality seems to be available only in Omnichannel Administration app, and not in Omnichannel admin center (which I believe is the newer/recommended app).

When I try to create a new 'Skill Attachment Rule' in Omnichannel Administration app, it does not load the form completely and just keeps spinning.

Can anyone guide us as to how we can get this association of skills to work stream set up?

Thanks,

Shweta

  • Community Member Profile Picture
    Community Member on at
    RE: Associate skills to work stream in Omnichannel Admin center app

    Hi Shweta P,

    Can you share solutions if you get feedback from Microsoft?

    Thanks in advance!:)

  • Shweta P Profile Picture
    Shweta P on at
    RE: Associate skills to work stream in Omnichannel Admin center app

    Thanks Leah Ju.

    Perhaps my questions are not very clear.

    I have checked out these links, and after trying out different things that are suggested, it is still not working for us. We believe that the Skill Attachment Rules bit is missing in Omnichannel admin center app. We will create a ticket with MS Support and hopefully, find some answers.

    Thanks again,

    Shweta.

  • Community Member Profile Picture
    Community Member on at
    RE: Associate skills to work stream in Omnichannel Admin center app

    Hi Shweta,

    In Omnichannel admin center app, you can use 'Unified routing':

    Overview of unified routing | Microsoft Docs

    And you can refer following link, which uses skill-based routing in Dynamics 365 Omnichannel Administration:

    Using Skill-Based Routing in Dynamics 365 Omnichannel - Carl de Souza

  • Shweta P Profile Picture
    Shweta P on at
    RE: Associate skills to work stream in Omnichannel Admin center app

    Thanks for your reply, Leah Ju.

    It wasn't a browser or cache issue that caused it.  Work streams seem to be set up in a different way in Omnichannel admin center app than they are, in Omnichannel Administration app.

    When I created the workstream in Omnichannel admin center app, the Channel field was set to Case, whereas when I look at the same record in Omnichannel Administration app, Channel = Entity Records and Entity field was blank.

    As soon as I set the Entity field to Case, I was able to create a New Skill Attachment, but the assignment rule still did not work as expected. An agent who did not have the necessary skill still got the work item assigned in spite of the setting Matching Logic = Exact Match.

    So, two things I am unsure about here,

    1. Is this functionality missing from Omnichannel admin center app, or is there a different way to do it there?

    2. If we do this set up in Omnichannel Administration app, it is not working because we are 'not supposed' to use this app or are we missing some other part of the set-up?

    Thanks,

    Shweta.

  • Community Member Profile Picture
    Community Member on at
    RE: Associate skills to work stream in Omnichannel Admin center app

    Hi Shweta,

    You can't load following Skill Attachment Rule form,right?

    pastedimage1634796174453v1.png

    Only Skill Attachment Rule form can't be loaded? or others?

    Maybe you can try to change another browser or clear browser cache firstly.

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