Let’s Start with Omnichannel for Customer Service to Transform your Customer Experience

Omnichannel for Customer Service is one of the latest solutions added to extend the power of Dynamics 365 for Customer Service. It enables your customers to connect via multiple channels like Chat, SMS, and even Facebook. Omnichannel provides a wide variety of features such as contextual customer identification; real-time notification; integrated communication; and agent productivity tools like KB integration, search, and case creation to ensure agents are effective.

As part of the Omnichannel installation you can enable any or all channels listed below:

1. Chat: Chat is an engagement channel that enables your agents to connect with customers in real-time.
2. SMS: SMS is an engagement channel that supports asynchronous modes of communication, and allows your organization to connect with customers using text messages.
3. Facebook: The Facebook channel gives you an incredible opportunity to capitalize on the social media trend and engage with your customers in a seamless and personalized experience.

Let’s enable Omnichannel in your Dynamics 365:

1. To sign up for Dynamics 365 Trail click here, or you can use your existing D365 email ID
2. Go to — https://trials.dynamics.com/Dynamics365/Signup/service

3. Select the “Create your own trial” option

4. Select “Customer service” and the click “Complete Setup”

5. Click on “Office 365” and then “Admin Center, “Add a Power BI license,” and then assign the same to the user

6. Click here to go to the Power Platform Admin Center, select “Environments,” then click on “…” and select “Manage Solutions”

7. Click on “Applications” and now you can see Omnichannel for Customer Service solution; then click on “Manage”

8. Click on “Add an org”

9. Select your environment from the list, click on “Privacy terms,” and then click on the “right arrow”

10. It takes a few mins to complete the installation but once completed, you can see the complete status for the components

11. Now, you can see the list of apps related to Omnichannel

I hope this blog helps you enable Omnichannel in your D365 environment. I will be releasing a series of blogs on Omnichannel in the future to help you better understand and use the product’s capabilities for a greater customer experience. The next blog will be on the Omnichannal Chat widget to Power Apps Portal.