Deploying Dynamics 365 Omnichannel for Customer Service cover image

Deploying Dynamics 365 Omnichannel for Customer Service

In the course we will walk through the process of configuring Dynamics 365 Omnichannel for Customer Service. We will examine the steps and procedures to effectively setting up routing and distribution across multiple channels such as chat, SMS, Facebook, and more. Learn how to dramatically improve the agent experience by leveraging tools such as smart assist, skill-based routing, agent scripts and more. Included in this course is multiple hand on labs that will help hone your skills.


Derik Bormann

Derik Bormann

Derik is a regular contributor to CRM Tip of Day Derik is also a Microsoft MVP alumni.

Course Module Details

01-Course Overview (6 Minutes)
  • Course Introduction
02 - The Omnichannel User Experience (23 Minutes)
  • OCS Overview
  • OCS User Experience Demo
03-Configuration Overview (30 Minutes)
  • Provisioning OCS
  • Defining Queues
  • Defining Users
  • Configuring Settings
04 - Routing & Distribution (7 Minutes)
  • Routing and Distribution Overview
05 - Creating Work Streams (17 Minutes)
  • Creating a Work Stream
  • Creating Routing Rules
06 - Deploying a Chat Channel (16 Minutes)
  • Creating a Chat Channel
  • Creating Pre-Chat Surveys
  • Embedding in a Portal
07 - Deploying an SMS Channel (10 Minutes)
  • Deploying a SMS Channel
08 - Skill-based Routing (20 Minutes)
  • Skill Based Routing Overview
  • Enabling and Defining Rating Values
  • Defining Skills
  • Defining Resource Records
  • Defining Matching Rules
Course complete (2 Minutes)
  • Certificate of completion available