Omni-channel Engagement Hub Guide

Applies to Dynamics 365 for Customer Engagement apps version 9.1.0

[This topic is pre-release documentation and is subject to change.]

Get started

  • Omni-channel Engagement Hub introduction
  • Pre-requisities and system requirements
  • Provision Omni-channel Engagement Hub
  • Assign roles and enable users
  • Quickly configure a chat widget
  • I'm an administrator

  • Omni-channel administrator
  • Understand unified routing and work distribution
  • Configure a chat widget
  • I'm an agent

  • Omni-channel agent
  • Use on Customer Service Hub
  • Use on Unified Service Desk
  • View customer summary (Customer Service Hub)
  • View customer summary (Unified Service Desk)
  • View communication panel (Customer Service Hub)
  • View communication panel (Unified Service Desk)
  • I'm a system customizer

  • Omni-channel system customizer
  • Customize the customer summary form
  • Customize the conversation form
  • Create configurations in Unified Service Desk
  • Configure notifications in Unified Service Desk