Omni Channel for Customer Service is a new offering from Microsoft that sits on top of the existing Microsoft Dynamics 365 platform. As the name suggests the new robust platform is specifically built for the Customer Service agents, supervisors and administrators to handle Customers across different channels at the same time.

As of today the platform supports various channels such as Chat, SMS, Facebook, Twitter, etc. The platform also be extended to support System and Custom entities. Currently WhatsApp, Microsoft Teams and integration with other Custom channels is still in preview mode.

Queues and Users –

• The platform allows administrators to configure different types of queues based on skills, specializations, shifts, etc.
• Administrators can also configure existing Dynamics 365 users as Omni Channel users and different their key attributes such as Capacity.
• Chat BOTS configured using Microsoft Power Virtual Agent are also available that can be used for internal consultation or as first point of contact for Customer interaction.

Work Distribution is a concept of Omni Channel for Customer Service that ensures conversations are routed effectively to relevant agents based on their availability and skills.