MEAPSA

Get started with Omnichannel for Customer Service

Important

Power Virtual Agents capabilities and features are now part of Microsoft Copilot Studio following significant investments in generative AI and enhanced integrations across Microsoft Copilot.

Some articles and screenshots may refer to Power Virtual Agents while we update documentation and training content.

With Omnichannel for Dynamics 365 Customer Service, agents can service multiple customers across different channels directly from within their Dynamics 365 environment. This module introduces the features and functionality of Omnichannel.

Business User

Functional Consultant

Dynamics 365

Customer Service

Module Objectives

This module explains these concepts:

Agent experience and managing sessions.
Conversations and customer summaries.

Units

Introduction to Omnichannel for Customer Service min
Use the agent interface min
Manage sessions and work with applications min
Work with conversations min
Work with customer information min
Helping an agent's productivity min
Work with AI features min
Helping an agent's productivity min
Check your knowledge min
Summary min

Prerequisites

Basic understanding of Dynamics 365 Customer Service