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 |
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 |