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unified routing is not enabling

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Posted on by Anandhcrm

Hi,

our dynamics 365 customer servicer has enterprise edition which should have the unified routing feature available.

But I cannot enable the unified routing in my app. when I try to turn on, nothing happens. Any suggestion pls ?

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Leah Ju Microsoft Employee on at

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Hi Partner，

Checking your license:

The requirements for unified routing are same as those that are applicable for Omnichannel for Customer Service. More information: System requirements for Omnichannel for Customer Service

Also, you can refer to the following blog:

https://nishantrana.me/2022/03/08/solved-disabled-turn-on-unified-routing-option-in-dynamics-365-customer-service-hub/

I hope you can verify my answer if it helps you! If you have any questions, please feel free to contact me.
Regards,
Leah

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Anandhcrm on at

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Hi Leah Ju,

Thank you for your response.

I tried in both the apps customer service hub and customer service admin center.

I did not find the link for Provide consent. I am having the system administrator role. Is any high level role required to see the Provide consent link ?

I am having the customer service enterprise edition only. My question is why the turn on unified routing option is disabled ?

Any specific role required or any other add on required ? I am very confused.

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Leah Ju Microsoft Employee on at

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Hi Partner,

1.Checking the following prerequisites:

2.the link for Provide consent?

When I try to click the enable button, the browser pops up a small window:

If nothing shows up when you click on it, try checking if your browser is blocking new windows from popping up!

I hope you can verify my answer if it helps you! If you have any questions, please feel free to contact me.
Regards,
Leah

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