Dynamics 365 unified routing add-on for Faculty

Microsoft Dynamics 365 Customer Service – Unified Routing Add-on (Faculty)
This add-on provides additional capacity for the unified routing capabilities in Dynamics 365 Customer Service, tailored for eligible academic institutions. Unified routing uses intelligent, rules-based and AI-driven classification to automatically assign cases, conversations, and work items to the best available agent or queue. This overage SKU extends your existing entitlements when you exceed included routing capacity, ensuring consistent service levels during peak demand. It integrates seamlessly with skills-based routing, priority rules, and workload balancing to improve first-contact resolution and agent productivity. Designed to complement your current Customer Service licenses, this add-on helps faculty organizations scale operations reliably and maintain efficient, data-driven case distribution. For eligibility and prerequisites, refer to Microsoft academic licensing terms.