Retail banking omnichannel hub
Important
This content is archived and is not being updated. For the latest documentation, go to the Microsoft Dynamics 365 documentation. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | 
Nov 1, 2021 |
- |
Business value
With customers contacting the bank through various channels, customer service representatives (CSRs) are required to serve many customers, over multiple channels, to gain understanding of each customer’s unique journey, and to resolve issues quickly and efficiently within the bank’s SLA.
This feature enables CSRs to facilitate a continuous and personalized service experience across channels, quickly obtaining financial context and driving faster toward more relevant resolutions and higher customer satisfaction.
Feature details
The retail banking dedicated hub consolidates the most relevant financial information about the customer, including financial holdings, cards, and churn risk. The unified view consists of reusable features from the Unified customer profile capability.
CSRs can leverage this to provide personal service, solve problems quickly, reveal important opportunities, prevent potential loss or churn, and improve customer satisfaction.