Unified Routing can be configured in Customer Service Hub or Omnichannel Admin Center.
To configure it for Dynamics 365 Customer Service, navigate to
Service Management >> Service Configuration Settings >> Unified routing
(requires Tenant administrator’s consent – click on Provide Consent link)
Accept the permissions requested and provide the consent.
In case unified routing remains disabled –https://nishantrana.me/2022/03/08/solved-disabled-turn-on-unified-routing-option-in-dynamics-365-customer-service-hub/
Unified Routing once switched on, cannot be disabled from the application, and we need to contact Microsoft Support to turn it off.
The provisioning starts
After a couple of hours, we can see Unified Routing configured for the Customer Service app.
We can see the following solution – Anchor solution for UnifiedRoutingForCS in Dynamics 365 solutions installed in the environment.
Hope it helps..