Omnichannel for Customer Service — Auto-identify a Customer

I just finished my first Omnichannel for Customer Service implementation project. I’d like to share my observations about this Dynamics 365 product in a series of blogs.

You can serve a customer better if you can capture and find the right information for your customer. Let’s say you auto-pick a customer for an agent based on their name or email ID. To automatically identify and load customer and case details of an incoming conversation, Omnichannel uses pre-chat survey/questions in the Chat widgets. Based on the name and email ID entered by a customer on the pre-chat survey, Omnichannel will pick the right account or contact for you.

As of now, you can search a customer using the Name, Email or Phone fields. For the case search, you can use a Case Number only.

Let’s create a pre-chat survey first:

1. Log in to the D365 Omnichannel environment (Click here to create a new Trail)
2. Click on Omnichannel Administration App
3. Click on Chat under the Channels (Click here to create and embed a chat widget to Power Apps Portal)
4. Click on Pre-Chat survey tab and set Pre-Chat survey to Yes
5. Click on + New Question
6. Enter Question name = Name (Name link to Account Name and Contacts Full Name fields), Question text = Display Message, Answer Type = Single Text, Required or Not Required (Optional)

You can also create multiple similar questions like Name, Email, Phone Number, and Case ID.

7. Click Save and your questions will be reflected in your Chat widget in approximately 10–15 minutes.

8. You can see the Name pre-chat field displayed when you click on your Chat widget

9. Enter your full name in the pre-chat survey question

Make sure you do not have two contacts with the same name. Also, Omnichannel will not auto-pick a contact if you enter the wrong spelling. If you have multiple pre-chat survey questions and customers enter the wrong full name, but the correct email ID, it will not pick a contact since the full name is wrong.

10. Based on the full name, CRM picked the right contact

As of now, I found that customers need to enter their full names is a format its save in CRM. Go to Settings → Administration → System Settings.

Check the format of the display full name.

Click here to learn the insights of Link a Conversation to a Case or Customer.