Agents using Omnichannel for Customer Service on Unified Service Desk

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Overview

Omnichannel for Customer Service is a single interface for various communication channels. As an agent, you can use Omnichannel for Customer Service on Unified Service Desk to manage the work items that are assigned to you via queues. Therefore, you can focus on the tasks at hand and ensure better customer service. The application empowers you to work on simultaneous conversations with multiple customers. You get a holistic view of a customer's data and can see the details of the customer's previous interactions. In this way, you can be sure that you have all the available information that you might need to resolve the customer's issue.

In this section

Use the resources in the following sections to learn how to use Omnichannel for Customer Service for agents:

• Sign in to Unified Service Desk – Omnichannel for Customer Service
• Introduction to the agent interface in Omnichannel for Customer Service
• View agent dashboard and agent work items
• View alert and toast notifications
• View customer summary and know everything about customers
• View call scripts, take notes, and search knowledge articles
• View conversation and session forms in the model-driven apps

How-tos

View communication panel View customer summary for an incoming conversation request Create a record Search for records