Implement Connected Customer Service and routing
IoT-driven service and how work reaches an agent
Connected Customer Service connects Dynamics 365 to Azure IoT Hub so device telemetry becomes service action. You register devices against the Device entity, and alerts raised by the device surface as IoT alerts that can create or update cases automatically, trigger flows, and be tracked on the case. Setup requires an Azure subscription, an IoT Hub, and the Connected Customer Service solution; simulated devices let you demo without hardware. A trap here: the device does not create the case directly - a flow triggered by the alert does, and the device must be registered and linked to a customer asset.
Routing decides where work goes. Unified routing is configured through workstreams: each workstream has a channel, a queue, routing rules (intake and route-to-queue conditions), assignment rules (which agent, based on skills, capacity, and presence), and prioritization rules that order queue items. Classic routing used queue items and simple route-to-queue rules without capacity or skills. Skills are attached to users and matched against the requirements on the work item.
Traps: routing rules evaluate top-down and stop at the first match; an item's priority comes from prioritization rules, not from case priority alone; and an agent needs presence plus remaining capacity to be assigned.
Rule of thumb: route to a queue, then assign to a person - never route straight to an individual. Worked example: an IoT alert for a failing pump creates a high-priority case, routes to the field service queue by territory, and is assigned to the technician with the right skill and free capacity.