Troubleshoot Omnichannel for Customer Service

Omnichannel for Customer Service is a paid add-on to Dynamics 365 Customer Service apps that use the Unified Interface. It is available only when you purchase a subscription to Chat for Dynamics 365 Customer Service or Dynamics 365 for Digital Messaging. For information about pricing, see the Customer Service page.

Use the following list of troubleshooting topics to quickly find information to solve your issue.

Entity routing configuration fails

Issue 1:

One of issues is that Entity Records Distribution Flow connection is not authorized. Due to this issue, you can see a business process error.

Unable to complete the operation due to an error. Try again later. If the issue persists, contact Microsoft support.

Business Process Error

Resolution:

Go to Entity Records Distribution Flow and authenticate the connection.

To resolve the issue, perform steps 1 through 9 in the Update entity records work distribution flow topic.

Issue 2:

Entity Records Distribution Flow is not updated automatically. Due to this issue, you can't create an entity records channel and the system shows a business process error.

The operation failed due to an incorrect configuration in Entity Records Distribution Flow. Ensure the Entity Records Distribution Flow isn't deleted or renamed..

Business Process Error

In Power Automate, you might see either Cases Work Distribution Flow or Entity Records Distribution Flow.

Resolution:

To workaround the issue, you need to reset the Flow. To reset the Flow, follow these steps.

  1. Sign in to the Omnichannel Administration app.

  2. Select Entity Records under Channels.

  3. Select the + New to create a new entity record channel.

  4. Select Flow menu in the command bar, and then select See your flows. Power Automate opens in a new browser window.

  5. Select Solutions in the sitemap, and then select Default Solution from the list.

  6. Select + New. and then select Flow. A new Flow is displayed.

  7. Type Manually trigger a flow in the search box, and then select the option. The flow component is added.

  8. Select + New step. The Choose an action flow component is added.

  9. Type Common Data Service (current environment) in the search box, and then select the option. The flow component is added.

  10. Select Perform an unbound action from the Actions tab. The action is added in the component.

  11. Type msdyn_ResetWorkDistributionFlow in the Action Name field.

    Note

    Don't change the ShouldMaintainCustomizations value from No.

  12. Select Save.

  13. Select back arrow button in the Flow page.

    Note

    Do not select browser window back button.

  14. Select Run from the command bar. The Run flow pane is displayed.

  15. Select Run Flow and then select Done. You can see the flow will run and succeeds.

After you reset the flow, go to Omnichannel Administration, where you saw the error message. Select OK, and then save the record. The entity record channel is saved.

Even though the Flow is reset, it doesn't update the name if it is Case Work Distribution Flow.

To rename the Flow, select Edit, type the name of the flow as Entity Record Distribution Flow in the Flow name field, and select Save.

Issue 3:

There may be an issue with customizations in the Entity Records Distribution Flow.

Resolution:

Go to Entity Records Distribution Flow and review your customization made to the flow.

Review and resolve the error that is due to your customizations. For more information, see Update entity records work distribution flow.

Entity Records are not routed and distributed to agents

Entity Records routing and distribution may not work due to certain reasons. Validate the following issues and resolutions in the order given below.

Issue 1:

The routing rule is configured incorrectly or not activated.

Resolution:

Verify the routing rule set is configured correctly and ensure to activate it. To learn more, see Create routing rules.

Issue 2:

The Entity Records Distribution Flow is not updated with latest workstream information.

Resolution:

If you create or edit (update the name of the workstream) an entity record workstream, you must update Entity records Distribution Flow. To learn more, see Update entity records distribution flow.

Issue 3:

There is an error and due to which Entity Records Distribution Flow was not triggered.

Resolution:

Check if the flow has triggered or if there was any error in the trigger of the Flow. You can get this information from the Power Automate home page or Entity Records Distribution Flow's run history.

To work around the issue, reset the flow. To learn more, see Reset the flow.

If resetting the flow doesn't resolve the issue, contact Microsoft support.

Issue 4:

The flow triggered successfully but the action was not executed successfully.

Resolution:

Reach out to Microsoft support for further investigation.

Omnichannel provisioning fails due to expired Teams Service Principal

Issue:

If your tenant has an expired Office 365 license, then the Omnichannel for Customer Service provisioning fails in your organization.

Resolution:

To avoid the provisioning failure, you must remove the Teams Service Principal in Azure Active Directory. Follow the steps to remove Teams Service Principal.

Step 1: Identify Teams Service Principal in Azure Active Directory

Step 2: Use PowerShell to remove Microsoft Teams Service Principal

Step 1: Identify Teams Service Principal in Azure Active Directory

  1. Sign in to the Azure portal.
  2. Select Active Directory in the left pane.
  3. Select Enterprise Applications.
  4. Type Microsoft Teams in the search box.
  5. Copy the Object ID and Application ID against Microsoft Teams and save it for future use. Ensure that the Application Id is cc15fd57-2c6c-4117-a88c-83b1d56b4bbe as this Id is same for every tenant.

Microsoft Teams object and app Id

Step 2: Use PowerShell to remove Microsoft Teams Service Principal

  1. Select Start, type PowerShell, and right-click Windows PowerShell and select Run as administrator.
    Run PowerShell as an administrator

  2. Select Yes on the User Control dialog to allow the application to make changes.

  3. Type the Install-Module AzureAD command in the Powershell window, and press Enter. This command installs the PowerShell commands for interacting with Azure Active Directory.
    Execute command

  4. PowerShell prompts whether to trust the repository. Type Y for yes and press Enter.
    Execute command

  5. Type the Connect-AzureAD command in the PowerShell window, and press Enter. This establishes a connection with the tenant's Azure Active Directory, so you can manage it using Powershell.

  6. Sign in to your organization as a tenant admin.

  7. Type the Remove-AzureADServicePrincipal -ObjectID <ObjectID> command in the PowerShell window. Replace with the object ID you had stored earlier. This command deletes the expired Teams service principal from Azure Active Directory.

Note

Right click in the PowerShell window to paste the Object ID.

The Microsoft Teams Service Principal has been removed from your organization. You can try to provision Omnichannel for Customer Service again.

Chat widget icon does not load on the portal

Issue:

Chat icon doesn't load on the portal. The chat icon URL which was configured as default doesn't load.

Resolution:

Open Chat Settings, navigate to Design tab and change Logo field and use an icon URL of your choice.

  1. Sign in to the Omnichannel Administration app.
  2. Go to Administration > Chat.
  3. Select a chat widget from the list.
  4. Select the Design tab.
  5. Specify the URL of the icon you want to use in the Logo field.
  6. Select Save to save the record.

Chat not getting initiated on starting a new chat from portal

Issue

A message stating Sorry, we're not able to serve you at the moment is shown to the customers when they start a chart on the portal. The possible issues might be:

  • Agents not configured in the Queue.

  • Allowed Presence is not updated in the work stream: The default work streams that are shipped out-of-the-box, does not have Allowed Presence values in the work stream.

    Sorry, we are not able to serve you at this moment message on portal chat widget

Resolution:

To configure agents in the queue, follow these steps:

  1. Sign in to the Omnichannel Administration app.
  2. Go to Queues & Users > Queues
  3. Select the queue from the list.
  4. In the Users (Agents) section, select Add Existing User to add existing agents to the queue.
  5. On the Lookup Records pane, select the agents to add, and then select Add.
  6. Select Save to save the record.

To Update default Allowed Presence in the Live Work Stream, follow these steps:

  1. Sign in to the Omnichannel Administration app.
  2. Go to Work Distribution Management > Work Streams.
  3. Select a record from the list.
  4. In the Work Distribution tab, under the Work Distribution section, type Available. Select the check box to add it. Similarly, type Busy and then select the check box to add it.
  5. Select Save to save the record.

Chat widget does not load on the portal

Issue:

Chat widget does not load on the portal. The Location option for the chat widget might be configured incorrectly.

Resolution:

Delete the Widget location location of the chat widget and again create it.

To delete and add Widget location for the chat widget, follow these steps:

  1. Sign in to the Omnichannel Administration app.

  2. Go to Administration > Chat.

  3. Select a chat widget from the list.

  4. Select the Location tab.

  5. Select a record in the Widget Location section, and select Delete.

  6. Select Save.

  7. Select + Add in the Widget Location section to add a record. Quick create pane of the chat widget location appears.

  8. Specify the following.

    Field Value
    Title Type the title of record.
    Value The website domain where the chat widget must be displayed. The domain format should not include the protocol (http or https). For example, the website is https://contoso.microsoftcrmportals.com. Now, the value is contoso.microsoftcrmportals.com.
  9. Select Save to save the record.

  10. Go to the website and check if the chat widget loads.

Dashboards do not appear in Omnichannel for Customer Service active dashboards view

Issue:

When you use the Omnichannel for Customer Service app on Unified Service Desk or on web, the Active Omnichannel Agent Dashboard view doesn't show certain dashboards like Tier 1 Dashboard, Tier 2 Dashboard, Knowledge Manager, and My Knowledge Dashboard.

Resolution:

As a system customizer or administrator, you must manually add these dashboards using app designer.

To add the dashboards using app designer, follow these steps:

  1. Go to https://<orgURL>.dynamics.com/apps.
  2. Select the ellipsis (...) button in the Omnichannel for Customer Service app tile.
    Sign in to Omnichannel for Customer Service
  3. Select OPEN IN APP DESIGNER. The App Designer opens in a new tab.
  4. Select Dashboards in the canvas area. The Components pane in the right side shows the list of Classic Dashboards and Interactive Dashboards.
  5. Select the following dashboards under Interactive Dashboards.
    • Knowledge Manager
    • My Knowledge Dashboard
    • Tier 1 Dashboard
    • Tier 2 Dashboard
      Add dashboards in the app designer canvas area
  6. Select Save and then select Publish.

Pre-imported Unified Service Desk configurations in Customer Service organization

Issue:

Dynamics 365 Customer Service organization that you create from demos.microsoft.com have pre-imported sample Unified Service Desk configuration.

If you import the Unified Service Desk - Omnichannel for Customer Service package without deleting the existing configuration in the new demo org, you see an error after signing in to Unified Service Desk client application. The reason for the issue is multiple sample Unified Service Desk configurations cannot exist in a Customer Service instance.

The hosted application couldn't be created

Resolution:

You must delete the existing sample solutions before importing the Omnichannel for Customer Service - Unified Service Desk package. The pre-imported sample solutions are as follows:

  • USDISHCustomization or USDWebClientCustomization (one of these solutions would be present depending on the org template)
  • USDUnifiedInterfaceCustomization
  • DynamicsUnifiedServiceDesk
  • UiiForMicrosoftDynamicsCRM

After you delete the solutions, import the Unified Service Desk - Omnichannel for Customer Service package.

To delete the solutions, follow these steps:

  1. Sign in to the Common Data Service platform.
  2. Choose Settings > Solutions on the nav bar.
  3. Select one of the solutions on the Solutions page by selecting the check box, and then choose Delete. You are prompted to confirm uninstalling a managed solution. Choose OK to proceed.
    • USDISHCustomization or USDWebClientCustomization (one of these solutions would be present depending on the org template)
    • USDUnifiedInterfaceCustomization
    • DynamicsUnifiedServiceDesk
    • UiiForMicrosoftDynamicsCRM

      Note

      You must the delete the solutions in the following order:

      1. USDISHCustomization or USDWebClientCustomization
      2. USDUnifiedInterfaceCustomization
      3. DynamicsUnifiedServiceDesk
      4. UiiForMicrosoftDynamicsCRM2011

      You must follow the order to remove the solutions because some of the components in the solution depend on the components in the other solution.

  4. After the solution is removed, repeat the steps to delete the other solutions.

Unable to launch Unified Service Desk client application

Issue:

When you sign in to Unified Service Desk, you see the following error.

APPLICATION_HOST_ERR_NO_CONFIGURED_APPS: applications are configured for your use.

Unified Service Desk application error

The issue is due to the package deployment failure.

Resolution:

You must the deploy the Unified Service Desk - Omnichannel for Customer Service package again. To learn more, see Deploy Unified Service Desk – Omnichannel for Customer Service package.

An error occurred in the communication panel

Issue:

After you sign in to the Unified Service Desk client application, you see the following error message.

An error occurred in the Communication panel. Restart Unified Service Desk and try again. (Error Code - AAD_ID_MISMATCH - Azure ADID mismatched with logged-in user id)

Unified Service Desk application error

While signing in to Unified Service Desk you must enter the Customer Service app credentials and sign in, and again, you are shown a dialog to enter credentials to connect to Common Data Service platform server. When you enter different credentials, this issue occurs.

Resolution:

If you use IE process to host applications, open Internet Explorer browser, and go to http://login.microsoftonline.com/logout.srf. The URL signs you from office.com. Now, sign in to Unified Service Des client application and try again.

If you use Chrome process to host applications, go to C:\Users\<USER_NAME>\AppData\Roaming\Microsoft\USD and delete the CEF folder. Now, sign in to Unified Service Des client application and try again.

Communication panel doesn't load in Omnichannel for Customer Service app

Issue:

Communication panel doesn't load in Omnichannel for Customer Service app:

  • When a record doesn't exist in the Channel Integration Framework app.
  • When configurations don't sync.

Resolution:

  • Create a Channel Integration Framework record with the following values.

    Field value
    Name Omnichannel
    Label Omnichannel
    Channel URL <Chat control cdn url>?uci=true&env=&ocBaseUrl=<oc endpoint>&ucilib=<crm org url>/webresources/Widget/msdyn_ciLibrary.js
    Enable Outbound Communication No
    Channel Order 0
    API Version 1.0
    Select Unified Interface Apps for the Channel Omnichannel for Customer Service
    Select the Roles for the Channel
  • Omnichannel administrator
  • Omnichannel agent
  • Omnichannel supervisor
  • To learn how to create a record, see Configure a channel provider for your Dynamics 365 organization.

  • To sync the configurations, remove the channel and roles, add it again and save the record.

    1. Sign in to the Dyanmics 365 apps.
    2. Select the drop-down button on Dynamics 365 and select Channel Integration Framework.
    3. Select the Omnichannel record from the list.
    4. Remove Omnichannel for Customer Service from the Select Unified Interface Apps for the Channel section.
    5. Add Omnichannel for Customer Service again in the Select Unified Interface Apps for the Channel section.
    6. Remove Omnichannel agent, Omnichannel supervisor, and Omnichannel administrator from the Select the Roles for the Channel section.
    7. Add Omnichannel agent, Omnichannel supervisor, and Omnichannel administrator again in the Select the Roles for the Channel section.
    8. Select Save to save the record.
    9. Sign in to Omnichannel for Customer Service app and check if the communication panel loads.

Agents not receiving chat in Omnichannel for Customer Service

Issue:

As an agent, you aren't receiving chat in the Omnichannel for Customer Service app. The issue is caused when you receive the chats in Customer Service Hub app.

Resolution:

You must remove the Customer Service Hub app from the channel provider configuration in the Channel Integration Framework app.

  1. Sign in to Channel Integration Framework.
  2. Select the record that is related to omnichannel.
  3. Remove Customer Service Hub from the Select Unified Interface Apps for the Channel section.
  4. Select Save to save the record.

User presence isn’t loading or it’s showing Unknown

Issue:

The issue might happen due to the following reasons:

  • Azure Active Directory consent is not available for Omnichannel for Customer Service app.
  • Agent doesn't the Omnichannel agent role privileges.
  • Capacity and Default presence is not.

Resolution:

Perform the following:

Agent dashboard isn’t loading or is giving an authorization error

Issue:

The issue might happen due to the following reasons:

  • Azure Active Directory consent is not available for Omnichannel for Customer Service app.
  • Agent doesn't the Omnichannel agent role privileges.
  • Agent is not assigned to any queue.

Resolution:

Perform the following: