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.
| Title | Summary | Date |
| Introduction | Omnichannel for Customer Service, my initial thoughts. | May 2019 |
| Video Demo | Omnichannel for Customer Service – Video demo. | May 2019 |
| Masking Data | Masking data in Omnichannel for Customer Service. | Nov 2019 |
| Chat Transcripts | How do chat transcripts work? | Nov 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 |
| A video demo of creating a Facebook app to enable conversations with Omnichannel | Jan 2020 | |
| 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 |
| 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 |
| 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 |
