Omnichannel for Dynamics 365 Customer Service

Omnichannel for Customer Service is an add-on for Dynamics 365 Customer Service to enable organizations to instantly connect and engage with their customers via channels like Live Chat and SMS. This feature capabilities helps agents resolve issues online.

Omnichannel for Customer Service also provides a modern, customizable, high-productivity app that allows agents to engage with customers across different channels. The application offers contextual customer identification, real-time notification, integrated communication, and agent productivity tools like KB integration, search, and case creation to ensure agents are effective.

Channels available with Omnichannel for Customer Service

Chat
Chat is an engagement channel that enables your agents to connect with customers in real-time. The Chat channel is generally available now.

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

Social Channels 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.

  • Facebook
  • Preview: WhatsApp through Twilio
  • Twitter
  • WeChat
  • LINE

Microsoft Teams channel
Using Microsoft Teams as an engagement channel for support of internal functions such as technical support, human resources, and finance allows organizations to connect their employees with internal support personnel by using the Omnichannel Add-in for Dynamics 365 Customer Service.

Licensing

You must have an active subscription to Microsoft Dynamics 365 Customer Service Enterprise in your tenant for each Digital Messaging or Chat user.

You must have an active subscription to the Dynamics 365 Customer Service Digital Messaging add-on for each Digital Messaging user or Dynamics 365 Customer Service Chat for each Chat user.

Use of historical Supervisor reporting through Omnichannel Intraday Insights, Omnichannel Chat Insights, and Omnichannel Sentiment Insights Dashboards also requires Power BI Pro license or higher for each individual in a Supervisor role.

Agent Interface

The Omnichannel provides unified and consistent single-view experience for the agents to view conversation details, Customer information, and access Line-of-Business applications from within the Omnichannel for Customer Service app

Session panel:  This allows the agent to work on multiple customer sessions simultaneously. In addition, as an agent you can switch between sessions without losing context of the conversation and customer details. 

Communication panel: The is where an agent, interact with the customer. When an agent sign in to the application, by default, the communication panel is in hidden mode. That is, the communication panel appears on the left side next to the session panel only when the agent accept an incoming conversation request.

Application tab panel: Every customer session has at least one that is not closable; it is called a Anchor tab. The Application tab has a + icon. If you select the icon, the menu that has options that are made available by your administrator. The menu shows the out-of-box and custom entities. 

Unified Interface application area: When you, as an agent, sign in to Omnichannel for Customer Service, in the application area, you see a dashboard that is set as default by your administrator. If set as default, Omnichannel Agent Dashboard shows the different work items in streams, and the dashboard is present in the application tab of the Home session and you can’t close the dashboard tab.The dashboard shows the following work item streams: – My work items – Open work items – Closed work items.

Search, quick create, and presence: Search, quick create, and presence are the options present in the nav bar. Presence. Set presence as per your availability. Select the icon to launch the presence dialog and use the drop-down list to select a status.

Monitor real-time customer satisfaction in customer sessions


As an agent, when you interact with your customers, you want to know their satisfaction levels in real time. Analysis of the customer’s satisfaction helps you understand the problem level and take a course of action to solve the problem. In Omnichannel for Customer Service, you can see the customer’s satisfaction levels instantly while you communicate with the customer.

Chat Widget Design

With the Omnichannel Administration App, admins can create a new chat widget to generate HTML code that will display the chat on a portal, or other website.

Settings include options for a widget icon, colour theme and a title for the widget. This can also be configured to display the widget during defined operating hours only.

Other settings include permissions to allow or prevent files being sent as attachments during chat sessions by agents or customers, and enable chat transcripts to be emailed or downloaded.

Transcripts of each chat will be saved to the conversation record. This provides a history of each live chat session including a timeline and details of any transfers to other agents or escalations.

Work Streams

A work stream is a collection of routing and work distribution settings. Routing settings define how conversations should be routed to queues. Work distribution settings define how conversations should be allocated to agents within a queue.

Work distribution defines how agents can take up a conversation. This will be either in Push mode where conversations are directed to agents automatically by screen-pop, or Pick mode where agents manually open chat requests and automatic invites.

Skill Based Routing

Skill-based routing lets your customer service center distribute the work item (conversation) to the agent who is best-qualified to solve the issue. Skill-based routing improves the quality of customer service by automatically distributing the work items to the agent who has the skills necessary to do the work.

In these scenarios, when customers start an online chat, skill attachment rules and routing rules will direct the conversation to the relevant defined queue. Within the work distribution system, the identified skills required will be matched to available agents. Conversations will then be automatically assigned when an exact match, or the closest match, is found.

Intraday supervisor experiences

Customer service managers or supervisors are responsible for managing the agents who work with customers to resolve queries every day through various service channels.

Omnichannel for Dynamics 365 Customer Service provides dashboards that help supervisors keep track of the work that their agents do. As a supervisor, you can use these dashboards to perform these tasks:

  • Monitor key performance indicators (KPIs)
  • Monitor quality and workload of agent
  • Monitor unassigned workload
  • Manage agent and customer escalations

As a supervisor, you see the following tabs when you open the Omnichannel for Customer Service app:

  • My dashboard: This tab provides information about the conversations that you’re directly connected and engaged with customers as an agent, such as your ongoing conversations, items that are available for you to pick, and closed conversations. To learn more, see Introduction to the agent interface.
  • Omnichannel intraday insights dashboard: This tab provides an overview of information about the health and KPIs of agents in your organization. The information in this dashboard is displayed based on the last 24 hours conversations. To learn more, see Omnichannel intraday insights dashboard.
  • Ongoing Conversations dashboard: This tab provides information about the conversations that agents are handling and are in active, open, wrap up, and waiting states. To learn more, see Ongoing Conversations dashboard.

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