In the previous post, we started to learn how we go about setting up Skills for Omnichannel within Dynamics 365 (https://thecrm.ninja/omnichannel-for-dynamics-365-skills-part-i/).
In this post, we’re going to see how we enable Skill-Based routing within Omnichannel, as in order to use skills, we need to enable it! (seems obvious, right?).
To do this, we need to be signed into the Omnichannel Administration app, and we then go to ‘Skill Based Routing’, which is under the Settings area in the left-hand side navigation bar:
Clicking here brings up the skill-based routing settings. At the time of writing, this feature is still in preview, and shows an information window declaring this (this will disappear once it goes GA)
Clicking on the toggle slider will change the value to ‘Yes’, and will enable it. It’s also shown nicely in green, which is something that I’m really liking!
Select a Rating Model to use, from the right hand grid. As touched upon in the previous article, rating models are used to set how proficient a user is with a specific skill. You can have multiple rating models saved, and use them for specific scenarios.
Rating Models are made up of two parts:
- Rating Model (being the name of the rating model, and the minimum/maximum rating values allowed)
- Rating Values (the actual values being used – the number of rating values should be the same as the range for the Rating Model minimum/maximum that you’ve set)
In the next article (https://thecrm.ninja/omnichannel-for-dynamics-365-skills-part-iii/) we look at how we go about attaching skills to conversations
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