How Microsoft Used Power Platform to Automate Case Routing at Scale
Introduction
How Microsoft Used Power Platform to Automate Case Routing at Scale
In a fast-paced support environment like Microsoft’s Xbox and Surface divisions, routing customer support cases accurately and quickly is critical. The manual process of triaging and assigning cases was time-consuming, inconsistent, and prone to errors — especially under the pressure of handling hundreds of thousands of tickets per day.
To solve this, our team designed and implemented an enterprise-grade automation solution using Microsoft Power Platform — a project known internally as Unified Premier.
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