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 |