Omnichannel for Customer Service Guide

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.

Get started

  • Omnichannel for Customer Service introduction
  • Prerequisites and system requirements
  • Provision Omnichannel for Customer Service
  • Upgrade Omnichannel for Customer Service
  • Assign roles and enable users
  • Quickly configure a Chat widget
  • I'm an administrator

  • Omnichannel administrator
  • Understand unified routing and work distribution
  • Understand and create work streams
  • Configure a Chat channel
  • Configure an SMS channel
  • I'm an agent

  • Omnichannel agent
  • Use on Omnichannel for Customer Service
  • Use on Unified Service Desk
  • I'm a supervisor

  • Configure to view intraday insights dashboard
  • Configure Dynamics 365 omnichannel insights dashboard
  • Introduction to Intraday insights dashboard
  • Introduction to Dynamics 365 omnichannel insights
  • I'm a system customizer

  • Omnichannel system customizer
  • Customize the customer summary form
  • Customize the conversation form
  • Create configurations in Unified Service Desk
  • Configure notifications in Unified Service Desk
  • I'm a developer

  • Initiate a chat
  • Send authentication token
  • Manage custom context
  • Enable a bot to escalate and end conversation
  • JavaScript API reference for Live chat SDK
  • Videos

    To orient yourself with Omnichannel for Customer Service, watch the videos that are available on the Videos page.

    Related apps & framework

  • Customer Service Hub Help
  • Unified Service Desk Guide
  • Dynamics 365 Channel Integration Framework Guide
  • Learn resources

    Find the right online training, in-person workshops, and events for your role in Omnichannel for Customer Service at learn resources.