Omnichannel for Dynamics 365 Customer Service: Setup, Struggles and the Awesome Sizzle Factor

  • Thursday, October 13, 2022:11:15 AM - 12:00 PM
  • Room: Coastal 4 - Convention Center, Level 2
  • Session Number:  666


Omnichannel offers multiple additional features to extend D365 Customer Service to engage across voice, chat, SMS. Customers want to engage across channels, but most businesses are not setup to handle this seamlessly. Setting up Omnichannel is simple once you understand the process, but can be extremely challenging. In this session you'll experience a series of Omnichannel videos, and we'll reduce many hours of research and training into a one-hour session.

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Learning Objectives

• Experience a demo of the capabilities of Omnichannel for Customer Service
• Understand the simple to apply (but difficult to find) process for deploying Omnichannel
• Discover the strengths and functional gaps in Omnichannel and some third party options


Paige Cassada
Dynamics 365 Practice Manager
C5 Insight