Microsoft came up with an app called Omnichannel for Customer Service.
The app is a part of Customer Service which helps the organizations to immediately connect and engage with their customers on a digital platform, like Chat, SMS, Social Media(Facebook, Twitter, WhatsApp, Microsoft Teams, and many more).
We can test this on the trials instance. Click here to create a new instance.
Select Customer Service while creating a trial instance. If we select any other option, Omnichannel for Customer Service application will not get enabled in your tenant.
Once the instance is setup. Check whether the Customer Service Hub is available or not.
Now, let’s go to the admin center to configure a few settings. Click on Billing -> Purchase services -> Add-ons
Here for trial purpose, if needed we can get Power BI (free) subscription. Also, there are multiple add-ons that we can have access to like Dynamics 365 Customer Service Digital Messaging add-on trial.
Once the add-ons are configured go to users and assign license accordingly.
For Provisioning Omnichannel for Customer Service, we will have a provide the data access consent. For that we need to go to the Data access consent URL which would navigate us to the below page where we need to check the consent box and hit the Accept button.
Next, when we have the data access granted successfully. We need to go back to the admin center and start configuring Omnichannel for our instance.
Go to the Application tab, select Omnichannel for Customer Service, and hit the Manage button. The manage button option allows us to configure and remove the channels which are use or no use.
For, practice let’s configure all the options which we have on trials instance. This can be turned off when needed.
By clicking on the Finish button, we confirm the options we opted for Chat, SMS, Social, and Teams. This would take some time to install all the option which we opted for Omnichannel.
Once the installation is completed under the selected instance (MRC), we would the below screen.
Navigate to My Apps, here we can see Omnichannel has been successfully installed.
I hope this helps!!!