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- With Omnichannel for Dynamics 365 Customer Service, representatives can service multiple customers across different channels directly from within their Dynamics 365 environment. This module introduces the features and functionality of Omnichannel.
This module explains these concepts:
- Agent experience and managing sessions.
- Conversations and customer summaries.
- Learn how to deploy chat widgets with Omnichannel for Dynamics 365 Customer Service.
In this module, you:
- Create a chat channel.
- Allow chat transcripts and file downloads.
- Work with prechat and post-chat surveys.
- Embed a chat widget in a portal.
- The Voice channel in Microsoft Dynamics 365 Customer Service includes many different features and functionalities that call center representatives and supervisors can use.
In this module, you'll:
- Learn how to set up and provision the Voice channel.
- Define voice queues.
- Set up voice workstreams.
- Learn about call routing.
- Learn how to use Short Message Service (SMS) messages to initiate support requests with support organizations.
In this module, you'll:
- Configure an SMS channel.
- Configure phone numbers and messaging accounts such as TeleSign and Twilio.
- Configure SMS workstream and workstream options.
- Route SMS conversations.
- Set up additional settings.
- Learn how to deploy social messaging channels in Omnichannel for Dynamics 365 Customer Service.
In this module, you'll:
- Examine which channels are available and review the prerequisites for getting started with social messaging.
- Discover the procedure for creating social messaging work streams.
- Review the process for configuring a Facebook message channel and defining Facebook pages.
- Learn about the process for configuring a LINE message channel.
- Learn about the process for configuring a WhatsApp message channel by using Twilio.
- Review the process for adding a WeChat message channel.
- Learn how to set up Apple Message for Business and Google Business Messages as channels in Dynamics 365 Customer Service.
In this module, you'll:
- Set up the Google Business Messages channel and workstream.
- Set up the Apple Messages for Business channel and workstream.
- Publish and edit rich messages.
- Manage authentication settings.
- Create payment profiles.
- Learn how to integrate an agent for Contact Center and Dynamics 365 Customer Service.
This module explains how to:
- Create an agent and integrate it with Contact Center.
- Configure the Microsoft Copilot Studio agent.
- Configure Contact Center.
