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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Best Practices for Dep...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Best Practices for Deploying- Unified Routing Configurations

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Posted on by CU02101915-0 2

Hi everyone,

We are designing a Dynamics 365 Customer Service solution and would appreciate guidance on the recommended deployment approach for Unified Routing configurations, particularly as the solution is expected to grow over time.

We intend to use Unified Routing to route cases to the appropriate departmental queues.
Solutions: Package the model-driven apps, Case table customizations, forms, views, dashboards, security roles, business rules, Power Automate flows, plugins
Unified Routing configurations: Migrate workstreams, intake rules, routing and assignment configurations, decision rules and contracts, queues, capacity profiles, skills/characteristics, operating hours, and other relevant routing settings using solutions and/or the Configuration Migration tool, as appropriate.

Questions : 
a.What is the recommended approach for deploying Unified Routing configurations from Dev to UAT and to Prod?
b.what are environment specific setting/config?
c. As we onboard more departments, we expect to add more queues, intake rules, workstreams, routing how to manage this in future?

Categories:
Case Management Agent
Dynamics 365 Guides
Dynamics 365 Customer Service
  • Suggested answer
    11manish Profile Picture
    11manish 1,545 Super User 2026 Season 2 on at

    I would put the following statement directly into your project's ALM/Architecture Decision Record:

    Unified Routing will be managed as an ALM-controlled configuration layer within Dynamics 365 Customer Service. Solutions will be the primary mechanism for deploying application and supported Unified Routing components from Development through UAT to Production. The Configuration Migration tool will be used selectively for Unified Routing configuration data that requires data-level migration or is not appropriately handled through the Solutions framework. Environment-specific operational configuration, such as users, queue membership, user skills, capacity assignments, connections and environment-specific integration settings, will be established and validated separately in each environment.

    For future departments:

    New departments will follow a standardized onboarding pattern. Existing workstreams will be reused where the routing/distribution model is the same; new queues and routing rules will be added as required. A new workstream will be introduced only when the department requires a materially different routing, work-distribution, capacity or operational model. Reusable routing templates and naming/governance standards will be used to prevent uncontrolled growth of routing rules.

  • CU02101915-0 Profile Picture
    CU02101915-0 2 on at

    Hi Manish, 
    Thank you for sharing this detailed explanation. It really helps clarify the overall ALM strategy for Dynamics 365 Customer Service, particularly the distinction between solution-based deployment, configuration migration, and environment-specific setup.

    The approach you've outlined for handling future departmental onboarding through reusable routing patterns and standardized configurations is also very useful.

    I'll take this forward by exploring the migration requirements and validating the approach for Unified Routing setup.

    Really appreciate your insights.

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