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unified routing - intake rule section not found

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Posted on by Anandhcrm

Hi,

We are having Customer Service Enterprise license.

I want to implement unified routing in order to auto assign the cases for agents.

I have configured workstream, work classification, queues, assignment methods, capacity profile...

But I don't find Intake rule section. When I ask the microsoft support team, they told this component msdyn_componentmode missing. They also suggest me that install omnichannel for customer service.

As per the microsoft document, unified routing should work with enterprise license itself. Any suggestions please ?

Is intake rule is mandatory to achieve this ? Any work around is there for this ?

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RudyZhang Microsoft Employee on at

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Hi,

Based on the information you have provided, we think you can try the solution provided by Microsoft Technical Support.

According to the official documentation, you may need to deploy Omnichannel for Customer Service, please refer to the documentation in the link below.
Provision unified routing in Customer Service | Microsoft Learn

I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.

Best Regards,
Rudy Zhang

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