Configure notifications (Screen pops) for agents overview

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

You configure notifications (screen pops) in Unified Service Desk - Omnichannel for Customer Service. These notifications pop up on the screen, and they contain either general information, customer-related or process-related information that the agent can act upon. Here are some examples of the information that screen pops can contain:

• Wait time

• Customer satisfaction score

• Customer/account name

• Job title

• Category

There are two types of notifications:

• Alert notifications

• Toast notification (floating notifications)

Next topic: Configure alert notification in Unified Service Desk

See also

• Omnichannel system customizers
• Customize Customer summary form
• Customize the conversation form
• Configure agent and supervisor configurations in Unified Service Desk
• Configure toast notification in Unified Service Desk