Introduction to Omnichannel for Customer Service

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.

Omnichannel for Customer Service is a robust application that extends the power of Dynamics 365 Customer Service to enable organizations to instantly connect and engage with their customers via channels like Live Chat and SMS.

Omnichannel for Customer Service also provides a modern, customizable, high-productivity app that allows agents to engage with customers across different channels. The application offers contextual customer identification, real-time notification, integrated communication, and agent productivity tools like KB integration, search, and case creation to ensure agents are effective.

Supervisors get real-time and historical visibility and insights into the operational efficiency of agents and the utilization across various channels.

The enterprise-grade routing and work distribution engine allows customers to configure agent presence, availability, and routing rules, thus ensuring agents are working on the most relevant engagements.

Important

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Channels available with Omnichannel for Customer Service

You can enable the following channels in your organization with Omnichannel for Customer Service.

Chat

Chat is an engagement channel that enables your agents to connect with customers in real-time. The Chat channel is generally available now. For more information, see Try channels for Dynamics 365 Customer Service and Configure a chat channel.

SMS

SMS is an engagement channel that supports asynchronous mode of communication, and allows your organization to connect to customers by using text messages. The SMS channel is generally available now. For more information, see Try channels for Dynamics 365 Customer Service and Configure an SMS channel.

Social channels

Social channels such as Facebook, LINE, Twitter, and WeChat give you an incredible opportunity to capitalize on the social media trend and engage with your customers in a seamless and personalized experience. In addition to popular social channels, you can create your own custom messaging channel. For more information, see Try channels for Dynamics 365 Customer Service.

Inbox view

As an agent, when you open Customer Service workspace or Omnichannel for Customer Service, you can select the inbox icon to show all of the cases and conversations that are assigned to you. The inbox is designed to help you efficiently work on high velocity tasks, as well as promote inbox sessions to regular sessions when you need more time to resolve cases and complete your conversations. The following asynchronized channels are available in the conversation inbox: SMS, persistent chat, Facebook, Twitter, WeChat, LINE, WhatsApp, and Teams.

The following image shows the inbox conversation view:

Customer Service workspace inbox conversations view

The following image shows the inbox case view:

Customer Service workspace inbox case view

For information on how to configure the inbox view, see Configure the inbox view in App profile manager.

Videos

Introduction to Omnichannel for Customer Service

To view more videos on Omnichannel for Customer Service, see Videos.

See also

Prerequisites and system requirements
Assign roles and enable users for Omnichannel for Customer Service
Try channels for Dynamics 365 Customer Service
Configure an SMS channel
Configure a Facebook channel
Quickly configure a chat widget
Understand routing
Omnichannel admin center
Agents using Unified Service Desk
Agents using Omnichannel for Customer Service app
System customizers guide
Developer guide