Provision 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 provides a modern, customizable, high-productivity app that lets agents help customers across different channels via a unified interface. It lets organizations choose the channel that suits their business needs. It also ensures that a high level of responsive, quality service is received across channels.

To find out if Omnichannel for Customer Service is available in your region, see International availability.

Note

  • Before you can provision Omnichannel for Customer Service in your organization, a Global Tenant Admin must Provide data access consent.
  • Ensure that all the prerequisites are set up before the app is provisioned. More information, see Prerequisites.

Looking for an upgrade? See Upgrade Omnichannel for Customer Service for more information.

To allow Omnichannel for Customer Service to read and write data on behalf of users, follow these below steps:

  1. Go to Data access consent URL. For Government Community Cloud (GCC), use the GCC data access consent URL.

  2. Sign in using Global Tenant Admin credentials.

  3. Select the check box Consent on behalf of your organization.

  4. Select Accept to grant data access consent.

    Grant consent

For more information about app permissions, see Azure app Power BI API permissions.

Provision Omnichannel for Customer Service application

Important

To be able to provision the Omnichannel for Customer Service application, you must have both Global Tenant Admin and Dynamics 365 System Admin permissions for your organization.

Set up Omnichannel for Customer Service

Note

Ensure that you have provided data access consent before you proceed with the setup. For more information, see Provide data access consent.

  1. In Dynamics 365 Administration Center, go to the Applications tab, select Omnichannel for Customer Service, and then select Manage.

    Manage omnichannel

    The Manage Omnichannel environments page is displayed.

    Note

    The Omnichannel for Customer Service option will appear only if you have an active subscription of Chat for Dynamics 365 Customer Service or Dynamics 365 Digital Messaging. For more information on pricing, click here. You can also get a free 30-day trial if you have the required prerequisites, see Try channels for Dynamics 365 Customer Service for more information.

  2. On the Manage Omnichannel Instances page, select Add Org to add an organization. Omnichannel is set up on the organization environment that you add here.

    manage instances

    Important

    As an admin, you can configure Omnichannel in multiple environments. You can view the status of all organization environments where the Omnichannel app has been configured in the Manage environments view.

  3. Select the environment in the drop-down list.

    select org

  4. Click the Chat tab and slide the toggle to enable the Chat channel for your organization.

    Enable chat

  5. Click the SMS tab and slide the toggle to enable SMS. Select the check box to confirm that you agree to the SMS terms.

    Enable SMS with Omnichannel

    Important

    You must select the check box for SMS Terms to enable SMS and proceed with the setup.

  6. Click the Social tab and slide the toggle to enable social channels.

    Enable Facebook Messenger with Omnichannel

  7. Click the Microsoft Teams tab and slide the toggle to enable Microsoft Teams.

    Enable Facebook Messenger with Omnichannel

  8. On the Confirmation page, verify your selections and click Finish to provision Omnichannel for Customer Service in your organization.

    Summary tab on Manage Omnichannel instances page

    The setup can take several minutes. You may close the window and check after some time, or refresh to check if it's complete. Once the setup is complete, the selected channels are enabled in your environment.

    Set up complete

Update Omnichannel for Customer Service application

After Omnichannel for Customer Service application is successfully provisioned, you can update the environment by enabling or disabling the required channels.

  1. In Dynamics 365 Administration Center, go to the Applications tab, select Omnichannel for Customer Service, and then select Manage.

    Select Manage for Omnichannel for Customer Service

    The Manage Omnichannel instances page is displayed.

  2. On the Manage page, choose the environment you want to update. The summary of configured channels is displayed.

    Select the Omnichannel for Customer Service instance

  3. Select the channel to be enabled. For example, in this procedure, we will enable the Social channels.

  4. On the Social tab, slide the toggle to enable social channels in your environment.

    Enable Facebook Messenger channel

  5. If required, you can also disable the previously enabled channel. For example, in this procedure, we will disable the Social channel.

    On the Social tab, slide the toggle to enable social channels in your environment. A confirmation message is displayed to remove the channel. Select Remove.

    Disable Social channel

  6. Select Save on the toolbar at the top of the page to start updating the instance.

  7. Once the update is complete, the status is displayed on the Summary tab.

    Update status

Note

If you disable all channels, Omnichannel for Customer Service will be removed from your organization.

See also

Upgrade Omnichannel for Customer Service
Understand and create work streams
Manage users