Omnichannel for Customer Service – Part 2

Continuing to Omnichannel for Customer Service. We will learn the process to setup a Live chat widget inside Dynamics CRM using the Omnichannel Administration app.

To know about, how to setup Omnichannel for Customer Service, Click here.

Select Queues from the site map and click +New button. A queue is required for routing the question from users to a particular department based on the business process.

  • Provide the Queue name and set the priority of the queue.
  • Add the users to the queue who would be taking the incoming chat request which comes under this queue.

Once the queue has been defined we need to create a record under Work Streams. 
Here we need to select the desired channel for our Work Stream. There are multiple channels like Live Chat, SMS, Facebook, WhatsApp, Twitter, Microsoft Teams, etc. Name the Channel and select the capacity. We are setting up Live Chat.
We can also identify the incoming chat preference based on the agent status. Let’s select the Allowed Presences value too Available, Busy. This means that the agent would get the live chat pop-up on their screen when they have the capacity and their status is either Available or Busy.

Create Work Stream for Live Chat

Now, we will create a Chat Widget. For that, we need to navigate to Chat from the site map.
Provide a name to the chat widget record, select the language, and the work stream which we create a minute before.

Under Agent display name, we have the option to select agent First Name, Last Name, Nick Name or Full Name.

Create Chat Widget record

Once the record is saved, we will get a code snippet.

Code snippet gets populated under Chat Widget. This will be required later.

After this, we need to go back to our work stream record and create a routing rule for Live Chat channel.

For creating of routing rule, we need to link it with the queue which we created and Work Stream created by us. Hit the Save button.
Once the record is saved, we need to add a condition to the routing rule as shown in the above image.

Assuming Portal is installed on the instance where the Omnichannel has been setup.
If not below are the step of Portal Configuration.

Under Instances tab, select Dynamics 365 Portals- Customer Self-Service Portal and Click Install.

Once we have the Customer Self-Service Portal installed on our instance.

Now, let’s go to Portal Management app –> under Content Snippets we need to paste the code snippet which we received from Chat Widget record.

Next, enable Portal Add-On as shown below:

We can see a Chat icon appearing on the Portal bottom right.

Now, open CRM using Test User credential which is has been part of our Live Chat channel. We can see a yellow box on the top right of the screenshot, the green icon denotes the status of our agent is available when the agent is busy it turns to be red.

Steps we need to perform for testing the Live Chat channel configuration.

Once the conversation is completed agent can close the chat session by clicking in the End button.

The comments provided by Agent after ending the chat session would stay within CRM only. For internal team references.

Here is the end of Omnichannel for Customer Service.

I hope this helps!!!

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