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We need to talk about......D365 Customer Service......OmniChannel for Customer Service

Next in my blog series, I wanted to continue some of the recent work I have been doing within D365 for Customer Service. In particular, I wanted to introduce readers to the OmniChannel for Customer Service application.

Introduction to Omnichannel for Customer Service

Omnichannel for Customer Service offers a range of new channels to support the traditional "email tech support" channel which still exists of course. But we are now able to configure Live Chat, develop Chat Bots, integrate with Social Media platforms and build web forms to channel requests into our Customer Service/Case Management solution.

What this means is are we able to extend the existing power of Dynamics 365 Customer Service Enterprise to enable users to instantly connect and engage with their customers across digital messaging channels. Of course as always, please consult the Microsoft Licensing Guide as an additional license is required to access Omnichannel for Customer Service.

First up, let's take a look at the new OmniChannel Admin Center app. This has been given a facelift recently and will ultimately be merged in the Customer Service Admin App I wrote about just last week.

So what are the new channels and what does this mean for both users of your solution and the end customer who will trigger these interactions.


Chat is an engagement channel that enables your agents to connect with customers in real-time. The Chat channel is configured very simply by adding a new "Chat Widgets". The widget itself can then be deployed to a D365 Portal, a custom website or another hosted application. The main building blocks of the Chat Widget consist of,

  • Pre Chat Survey - A customisable set of questions presented to the customer once they initiate the chat session

  • Post Chat Survey - A customisable set of questions once the customer closes the chat window down

  • Automated Messages - Ability to create and custom messages for out-of-hours support and holidays

  • Voice and Video calling - Ability to turn the Chat session into Voice or Video call should support require this.

  • Design - Ability to customise the colour, location, greeting message and general design of the chat widget to match company branding


SMS is an engagement channel that supports an asynchronous mode of communication and allows your organization to connect to customers by using text messages.

A number of pre requisites need to be in place in order to fully configure and test the SMS integration.

Social channels

Social channels such as Facebook, LINE, Twitter, and WeChat allows users the opportunity to connect with customers on social media and therefore provide a seamless and personalized experience. In addition to popular social channels, you can create your own custom messaging channel. For more information, see Try channels for Dynamics 365 Customer Service.

As an agent, when you open the Customer Service workspace or Omnichannel for Customer Service, you can select the inbox icon to show all of the cases and conversations that are assigned to you. The inbox is designed to help you efficiently work on high-velocity tasks, as well as promote inbox sessions to regular sessions when you need more time to resolve cases and complete your conversations.

Alternatively, users can land on the Live Chat view which is aimed specifically at users who are providing support via Chat and the interface is tailored to have all records, content and notifications visible to the user.

Hope you all enjoyed this post on the Release Wave 2 plans for 2021 for D365 for Sales. I will continue this series with some additional content specifically related to Marketing and Customer Service. Take Care, Speak Soon!

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