Getting started with Omnichannel for Customer Service

29th August 2023

Ooo… that’s some different content! 👀 Hello friends! Today I’ll be starting a new series covering a range of topics across Omnichannel for Customer Service. This is pretty different content for my blog, and normally I stick to covering the low-code platform. Recently I’ve been working with Omnichannel a lot more so I thought I’d expand the topics I discuss on my blog! During this series I’ll alternate between low-code content and Dynamics 365 Customer Service content, so you’ll get some of both! 🚀

Have fun learning about all things Omnichannel for Customer Service friends! 💖

What is Omnichannel for Customer Service?

So… you might be wondering, what actually is Omnichannel for Dynamics 365 Customer Service.

Omnichannel is effectively a set of tools that expand on the capabilities of Microsoft’s Dynamics 365 Customer Service, enabling organisations to communicate with their customers through channels such as live chat, voice, SMS, Apple Business Chat, WhatsApp and loads more! 🤯

Effectively, here, we’re talking about Microsoft’s digital contact centre platform ☎️

Some standout features

To call out some of the features in Omnichannel which I’ll be covering in upcoming posts, Microsoft have a range of capabilities across the platform from unified routing, to knowledge management, AI driven suggestions and sentiment analysis, as well as collaborative capabilities using Microsoft Teams and more. We’ll take a look at some of these in closer detail in upcoming posts.

Getting hands-on with the platform

Want to get hands-on with Omnichannel for Dynamics 365 Customer Service? There’s a few options here is you need to test things out!

Testing for customers

Are you an organisation looking at different contact centre platforms with Dynamics 365 Customer Service in mind? Want to test out the product before purchasing, configure a few things and see if it works for you?

Start by checking out the page here on Microsoft’s website – Customer Service with Generative AI | Microsoft Dynamics 365

Then, select try for free.

Now very simply, enter your email address to start your free trial and you’ll receive an email then things are ready!

Partner? Need a trial for a little longer?

Are you perhaps a Microsoft Dynamics 365 Consultant or Engineer working at a Microsoft partner organisation? Do you need to get a bit more hands on with Dynamics 365 for a longer period?

You can always checkout the Microsoft Customer Digital Experiences site to generate demonstration tenants to work with, giving you a hands on opportunity to explore ready, out-the-box product with the ability to make customisations and configurations you need!

Check it out here – Microsoft Customer Digital Experiences

Upcoming content

In the upcoming posts on my blog, we’ll switch between Low Code topics and Omnichannel topics. I’ll soon be covering how to surface Canvas Apps in a model-driven app as a pop up for more custom functionality when selecting a record and then a ribbon button. 💖

In my next post on Omnichannel we’ll take a deeper dive into the different elements of Microsoft’s contact centre platform. 📞 💬

Enjoyed this content or have feedback?

Did you like this content? There’s loads of other posts on my blog covering all sorts of topics on the Microsoft Cloud, Power Platform and Dynamics 365! Check out a few more posts, and if you still like what you’re reading, be sure to subscribe! 📩

Have some feedback, or maybe a question? Feel free to drop a comment down below on this post, and I’ll get back to you as soon as I can! 💖

Posted in Omnichannel, Dynamics 365 CE

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