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Omnichannel for Customer Service on Unified Service Desk

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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.

Note

The topic applies when you want to use Omnichannel for Customer Service with Unified Service Desk client application.

Overview

Unified Service Desk for Dynamics 365 Customer Service apps is a client application. You need to install the Unified Service Desk client application on every agent desktop to use Omnichannel for Customer Service.

Omnichannel for Customer Service is packaged as solution that you need to deploy on a Dynamics 365 Customer Service organization. Use the Microsoft Dynamics 365 Package Deployer to deploy the Omnichannel for Customer Service solution on a Dynamics 365 Customer Service organization.

Download Unified Service Desk client application

Download the Unified Service Desk client application.

Note

Only Unified Service Desk 4.1 or a higher version of client application is supported to use with Omnichannel for Customer Service.

Install Unified Service Desk client application

To learn how to install Unified Service Desk, see Install Unified Service Desk.

Make sure your computer meets all requirements before you install the Unified Service Desk client application. More information: Unified Service Desk system requirements

See also

Configure recommended settings for Unified Service Desk
Deploy Omnichannel for Customer Service package on Unified Service Desk
Configure agent and supervisor configurations in Unified Service Desk
Customize Customer summary form
Customize the conversation form
Configure notification (Screen pop) for agents