Omnichannel for Customer Service
Omnichannel for Customer Service provides omnichannel capabilities directly in Dynamics 365. Additionally it includes enterprise grade routing and also works with Unified Service Desk!
Note: “Omnichannel Engagement Hub” was renamed to “Omnichannel for Customer Service”. (Therefore any old references to Omnichannel Engagement Hub imply Omnichannel for Customer Service!)
Since the original launch of Omnichannel I have often blogged about its capabilities. In this post I will create a collection of links to all of my posts concerning Omnichannel.
Overviews / Theory
| Title | Summary | Date |
| Introduction | Omnichannel for Customer Service, my initial thoughts. | May 2019 |
| Video Demo | Omnichannel for Customer Service – Video demo. | May 2019 |
| Omnichannel Entities | What entities are used to hold omnichannel chat data | Nov 2019 |
| Power Virtual Agents | A video demo of integrating Power Virtual Agents with Omnichannel | Jan 2020 |
| Customer Service Workspace | Customer Service Workspace – App Profile Manager, Session templates and more! | April 2021 |
| Migrate to Omnichannel Admin Center | In this post I explain how to migrate workstreams from the original Omnichannel Administration app to the newer admin center | June 2021 |
| Customer Service Workspace – API (Video) | A video showing how we can use JavaScript to control the agent experience in multi-session situations. | June 2021 |
| Pass pre-chat survey details to virtual agent | A description of how we can pass pre-chat survey questions into a Power Virtual Agent. | August 2021 |
Channels
| Title | Summary | Date |
| A video demo of creating a Facebook app to enable conversations with Omnichannel | Jan 2020 | |
| In this post I explain how to configure Twitter with Omnichannel for Customer Service. | June 2020 | |
| Microsoft Teams | In this post I explain how we can integrate Omnichannel for Customer Service with Microsoft Teams | June 2020 |
| SMS | In this post I explain the customer experience and setup process for the SMS channel. | July 2020 |
| Web chat (pick method) | In this post I explain how to configure the web chat channel and work stream to use a cherry pick approach to work distribution. | October 2020 |
| SMS – Twilio | In this post I describe out to configure the SMS channel, but this time using Twilio | November 2020 |
| WhatsApp (Twilio) | In this post I describe out to configure WhatsApp | December 2020 |
Agent Productivity
| Title | Summary | Date |
| Masking Data | Masking data in Omnichannel for Customer Service. | Nov 2019 |
| Chat Transcripts | How do chat transcripts work? | Nov 2019 |
| Agent Scripts and Macros | An explanation of how agents scripts can be combined with macros to aid agent productivity. | May 2020 |
| Video and Voice Calls | In this post I explain how to configure video and voice call escalation. | May 2020 |
| Skills Based Routing AND Virtual Agents | In this video I show a complex routing example, making use of skills based routine and a virtual agent | June 2020 |
| Notifications | In this post I explain the options we have to configure notifications as conversations arrive (and more). | June 2020 |
| Session Templates | In this post I explain how to create a custom session template and custom application tab. | July 2020 |
| Co-browse | This post (and video) will explain how to use and configure the co-browse capability with your web chat. | August 2020 |
| Post chat surveys | In this post I complete a review of the new post chat survey capability | August 2020 |
| Slugs | Use data parameters (slugs) to add automatons into your macros and agent scripts. | August 2020 |
| Geo Locations | See your customer’s location by enabling geo locations with Bing maps. | August 2020 |
| Translations | Real-time chat translations explained. | September 2020 |
| Quick Replies | Quick replies and automated messages explained. | September 2020 |
| Reconnect | How to reconnect chats | October 2020 |
| Sound Notifications | How to create sound notifications for your agents. | November 2020 |
| Outbound Messages (SMS) | An example of sending an outbound message via SMS. | December 2020 |
| Insights Dashboards | An overview of how to setup Omnichannel insights dashboards and what information is included. | January 2021 |
| Simplify Navigation | In this post I explain how to enable simplified navigation in Omnichannel for Customer Service or Customer Service Workspace | April 2021 |
| BOTs that don’t understand! | Often you might have a BOT which repeatedly says “I don’t understand” or the customer repeatedly answers a question “incorrectly”. In this post I explain how we can use a fallback topic to transfer to a human when the BOT can’t work out the customer’s intent. | June 2021 |
| Proactive Chats | What-if we want to proactively prompt the customer to start a chat? | July 2021 |
| Routing Diagnostics | In this post I explain how we can use routing diagnostics | July 2021 |
Microsoft Dynamics 365 