Omnichannel for Customer Service
Omnichannel for Customer Service provides omnichannel capabilities for Dynamics 365. Giving us web chat, SMS, voice and more directly within Dynamics 365.
Other related functionality includes Unified Routing to intelligently allocate work items to agents and also the Customer Service Workspace which gives agents a multi-session UI. And not forgetting Power Virtual Agents that can be used as voice IVRs or webchat BOTs.
Since the 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 and its related technologies.
Channels
Other
Overviews / Theory
In this section I will include any posts that cover general theory about Omnichannel for Customer Service.
Title | Summary | Date |
Omnichannel for Customer Service, my initial thoughts. | May 2019 | |
Omnichannel for Customer Service – Video demo. | May 2019 | |
What entities re used to hold omnichannel chat data | Nov 2019 | |
In this post I explain how to migrate workstreams from the original Omnichannel Administration app to the newer admin center | June 2021 |
Social Channels
In this section I will list any posts specific to working with social channels, including Facebook, Twitter and more.
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 | |
In this post I explain how we can integrate Omnichannel for Customer Service with Microsoft Teams | June 2020 | |
WhatsApp (Twilio) | In this post I describe out to configure WhatsApp | December 2020 |
SMS Channel
In this section I will describe the setup of SMS.
Title | Summary | Date |
In this post I explain the customer experience and setup process for the SMS channel. | July 2020 | |
In this post I describe out to configure the SMS channel, but this time using Twilio | November 2020 | |
Outbound Messages (SMS) | An example of sending an outbound message via SMS. | December 2020 |
Webchat
In this section I will list any posts connected with webchat.
Title | Summary | Date |
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 | |
How to reconnect chats | October 2020 | |
What-if we want to proactively prompt the customer to start a chat? | July 2021 |
Voice
Voice is obviously a key channel, so any posts about voice calling will be included here.
Title | Summary | Date |
A video demo of the voice channel in action. | February 2022 | |
An explanation of how to configure and use outbound calling. | April 2022 | |
In this post I explain how to use a Power Virtual Agent as an IVR BOT. | April 2022 | |
In this post I describe how to handle overflow and out of hours situations. | April 2022 | |
Sometimes we want to ensure the customer hears certain messages in full. In this post I explain how to control when a BOT can be interrupted. | May 2022 | |
In this post I describe how we can implement skills-based routing based on data collected in the IVR BOT. | May 2022 | |
In this post I explain one approach we could implement to handle emergency situations. It also serves as an example of how an IVR BOT can call a Flow to query the Dataverse. | May 2022 |
Agent Productivity
Here I will show any posts connected with agent productivity.
Tip:
Often there may be an overlap between agent production and the interface they use. So also check the customer service workspace section!
Title | Summary | Date |
Masking data in Omnichannel for Customer Service. | Nov 2019 | |
How do chat transcripts work? | Nov 2019 | |
An explanation of how agent scripts can be combined with macros to aid agent productivity. | May 2020 | |
In this post I explain how to configure video and voice call escalation. | May 2020 | |
In this video I show a complex routing example, making use of skills-based routine and a virtual agent | June 2020 | |
In this post I explain the options we have to configure notifications as conversations arrive (and more). | June 2020 | |
In this post I explain how to create a custom session template and custom application tab. | July 2020 | |
This post (and video) will explain how to use and configure the co-browse capability with your web chat. | August 2020 | |
In this post I complete a review of the new post chat survey capability | August 2020 | |
Use data parameters (slugs) to add automatons into your macros and agent scripts. | August 2020 | |
See your customer’s location by enabling geo locations with Bing maps. | August 2020 | |
Real-time chat translations explained. | September 2020 | |
Quick replies and automated messages explained. | September 2020 | |
How to create sound notifications for your agents. | November 2020 | |
An overview of how to setup Omnichannel insights dashboards and what information is included. | January 2021 | |
In this post I explain how to enable simplified navigation in Omnichannel for Customer Service or Customer Service Workspace | April 2021 | |
A demo of how to chat with other agents using Teams | December 2021 | |
Allow agents to add a category to conversations | May 2022 | |
In this post I show a video of how we can use a canvas app in the customer service workspace to support a bespoke customer search | July 2022 |
Power Virtual Agents
Power virtual agents give us a low code approach to creating intelligent BOTs that might be used in web chat scenarios or maybe as an IVR for voice calls.
Title | Summary | Date | |||
Power Virtual Agents and Omnichannel |
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A description of how we can pass pre-chat survey questions into a Power Virtual Agent. | August 2021 | ||||
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Unified Routing
Unified Routing is a powerful tool to distribute work items (and conversations) to our agents.
Title | Summary | Date | |||
A video demo of the voice channel in action. |
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In this post I explain how we can use routing diagnostics | July 2021 | ||||
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Unified Routing without Omnichannel! How to “just” route records. (Can also be done with Omnichannel!!) | October 2021 | ||||
In this post I show an example of how we can use a custom assignment rule to allocate records based on the owner field. | June 2022 | ||||
Route conversations using predicted sentiment | August 2022 | ||||
Customer Service Workspace
Here I will include any posts that relate to the customer service workspace. (Which is out multi-session interface used in conjunction with Omnichannel.)
Title | Summary | Date | |
| April 2021 | ||
A video showing how we can use JavaScript to control the agent experience in multi-session situations. | June 2021 | ||
How to create a macro that will not only create a case but also save it and link it to your conversation | January 2022 | ||
| February 2022 | ||
How to create a macro to open an email based on a template. | February 2022 | ||
If you are having problems with the presence not updating in Customer Service Workspace, then this post might give you the answer! | June 022 | ||