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A solid, up-to-date configuration walkthrough for unified routing, but it's not a strategic overview. Useful if you're the one clicking the buttons in Dynamics, less so if you're trying to design the support system from scratch.
Decision summary
3.8/5 Last verified: August 31, 2026
Functional consultants and business analysts who already work inside Dynamics 365.
No hands-on lab environment; it's a read-only walkthrough.
Functional consultants and business analysts who already work inside Dynamics 365.
Product managers looking for high-level strategy; this is a configuration guide.
Halfway through the screenshots, it hit me this is just a user manual. I came in wanting to understand the 'why' behind different routing models for my team's ticket queue. I left with a list of settings to tell an admin to click. It explains all the knobs without really telling you which ones solve what business problem. Assumes you already know.
Last verified: August 31, 2026. We re-check course details periodically — see our methodology. Pricing and availability can change; always confirm on the official site.
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