Platform: Dynamics 365 Customer Engagement
Audience: Architects, Admins, Implementer

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1. ✅ Prerequisites

Before setting up Omnichannel, ensure:

• ✔️ You have Dynamics 365 Customer Service Enterprise license
• ✔️ You have purchased Omnichannel Add-ons (Chat, SMS, Voice, etc.)
• ✔️ You are a Global Administrator (Microsoft 365) and a System Administrator in D365
• ✔️ The Customer Service Hub app is already installed in your environment

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2. 🛠 Provision Omnichannel for Customer Service

Step-by-step Instructions:

1. Go to Power Platform Admin Center
2. Select your environment
3. Click Resources > Dynamics 365 apps
4. Find Omnichannel for Customer Service and click Manage
5. Choose the channels to enable (e.g., Chat, SMS, Voice, Facebook, WhatsApp)
6. Click Finish — provisioning takes ~15 minutes

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3. 👥 Assign Omnichannel Security Roles

Assign users the following roles from Power Platform Admin Center or within Customer Service Admin Center:

Role Name	Use Case
Omnichannel Agent	For support representatives
Omnichannel Supervisor	For team leads/supervisors
Omnichannel Admin	For configuration administrators

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4. 💬 Configure Communication Channels

🔹 Chat

• Create and customize a Chat Widget
• Configure Pre-Chat Survey, Agent Scripts, Auto Messages
• Add chat widget code to your website (HTML iframe)

🔹 Voice

• Provision Omnichannel Voice or connect to external CTI (e.g., Genesys, Azure Communication Services)
• Set up call routing, IVRs, call queues

🔹 SMS & Social Messaging

• Use Twilio or Infobip for SMS setup
• Use Facebook, WhatsApp connectors for social interactions
• Configure messaging workstreams and agent assignment rules

🔹 Microsoft Teams

• Enable Teams for internal collaboration between agents
• Integrate with agent dashboards

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5. 🧠 Set Up Workstreams and Queues

Workstreams are logical configurations that route conversations. Queues represent where agents work.

Steps:

1. Go to Omnichannel Admin Center
2. Create Queues for each channel (e.g., ChatQueue, VoiceQueue)
3. Create Workstreams, and associate them with channels + queues
4. Define Routing Rules (e.g., skill-based, round robin)

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6. 🧪 Test & Maintain the Setup

• Log in as a test agent and receive chat or voice requests
• Monitor the Omnichannel Supervisor Dashboard
• Adjust routing logic, escalation rules, and auto-close timers
• Use Analytics & Insights dashboards to track KPIs

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🔄 Ongoing Maintenance

• Enable/disable channels anytime via Dynamics 365 Apps > Manage
• Regularly review security roles and team memberships
• Monitor connector limits (e.g., Twilio message volume)
• Keep agents trained on scripts, BPFs, and smart assist tools

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📚 Useful Resources

• Omnichannel Setup on Microsoft Learn
• Omnichannel Admin Center Overview
• Voice Setup Guide

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🔖 Summary Checklist

Step	Status
Customer Service Enterprise license ✔	✅
Add-on Channels Purchased	✅
Provisioned Omnichannel	✅
Roles Assigned to Users	✅
Chat & Voice Configured	✅
Queues + Workstreams Setup	✅
Agent Testing Completed	✅