OMNICHANNEL FOR CUSTOMER SERVICE

OMNICHANNEL CONFIGURATION

To get the Omnichannel configuration done you will have the following:

  • Need Power BI License assigned to that user.
  • Omni Channel Hub needs to be installed.
  • Customer Service Hub needs to be installed if not there.
1.Once this are done, open Dynamics 365 Administration Center and you will find out Omnichannel for Customer Service as Not Configured. Click on MANAGE.



2.It will navigate to D365 Administration Center of Omnichannel so you can now configure the apps. Click on Add Environment to add an instance in which you want it to be configured.


 

3.Select an environment and click on next.

4.If you want chats to be configured, click on Add Chat and click on Next.



5.If you want SMS to be configured, click on Add SMS and tick the checkboxes of terms & Conditions click on Next.

6. If you want social Channels to be configured, click on Add Social and click on Next.
 

7. If you want social Channels to be configured, click on Add Social and click on Next.
 

8.Once this is done click on Finish and the configuration will starting processing and it would take approximately an hour to complete the configuration.

9.As you can see the installation is completed.