Omnichannel for Customer Service for agents

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.

Overview

Omnichannel for Customer Service is a single interface for various communication channels. As an agent, you can use queues to manage the work items that are assigned to you via queues. Therefore, you can focus on the tasks at hand and ensure better customer service. The application empowers you to work on simultaneous conversations with multiple customers. You get a holistic view of a customer's data and can see the details of the customer's previous interactions. In this way, you can be sure that you have all the available information that you might need to resolve the customer's issue.

Omnichannel for Customer Service is available on the following:

  • Unified Service Desk

  • Omnichannel for Customer Service app

Important

Omnichannel for Customer Service uses third-party cookies for authentication. Make sure that the cookies are not blocked in your browser in any mode so that certain services, such as agent or supervisor presence, can work properly.

Videos

Overview of agent experience in Omnichannel for Customer Service

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

See also

Agents using Unified Service Desk
Agents using Omnichannel for Customer Service app