Try channels in Omnichannel for Customer Service

Article
01/04/2024

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Channels, like Live Chat, voice, and SMS, are engagement channels that let your agents connect with customers in real time and provide quick personalized help.

You can perform the following steps to try channels in Omnichannel for Customer Service:

Sign up for a free 30-day trial of channels through Microsoft 365 admin center.
Provision Omnichannel for Customer Service.

Channels trial through Microsoft 365 admin center

The Dynamics 365 Customer Service Digital Messaging Add-on Trial is a free 30-day trial of Chat, SMS, and social channels that you can download from the Microsoft 365 admin center.

Prerequisites for trial through Microsoft 365 admin center

You must obtain one of the following subscriptions through the Microsoft 365 admin center (that is, Web Direct):

Paid or trial subscription of Dynamics 365 Customer Service Enterprise
Paid or trial subscription of Dynamics 365 Customer Engagement
For voice channel, subscription of Dynamics 365 Customer Engagement Applications Trial
For voice channel, make sure that trial is supported in the cloud location

Important

If you don't have one of these subscriptions, or if you purchased your subscription somewhere other than Web Direct, then the option to try channels isn't be available in the Microsoft 365 admin center. In such cases, we recommend that you use the Customer Service trial.

For information about the Digital Messaging license, pricing, and prerequisites, see the Dynamics 365 Licensing Guide.

Get a trial subscription of channels

Sign in to Microsoft 365 admin center with the global administrator credentials.
Go to Billing > Purchase Services, scroll down, and select Add-ons.
Select Dynamics 365 Customer Service Digital Messaging add-on Trial.
You can start a 30-day trial of Digital Messaging with 25 user licenses.
After signing up for a trial, you must assign licenses of Digital Messaging to the users who need to engage with customers and provide support via Omnichannel for Customer Service. Select one or more active users and edit their product licenses. After you're done, select Save.

Get a trial subscription of voice channel

In Microsoft 365 admin center, expand Billing, and select Purchase services.
Search for Dynamics 365 Customer Engagement Applications Trial, and select it.
Select the Add-ons tab, and then select one of the following add-ons to get the trial subscription of the voice channel:
- Dynamics 365 Customer Service Voice Channel Add-in Trial
- Dynamics 365 Customer Service Digital Messaging and Voice Add-in Trial
Select Details, and on the page that appears, select Start free trial to complete your purchase.
Go to the Active users page, and assign the trial license to the user who will provision the voice trial. Only then can the user see the voice trial for provisioning it.
Provision the channel in your environment by following the steps mentioned in the next section of this article.

Provision channels in your organization

Perform the tasks in Provision Omnichannel for Customer Service to set up Omnichannel for Customer Service and enable Chat, SMS, social, and voice channels in your organization.

After a channel is enabled in your organization, you can sign in to the Dynamics 365 organization and select the Customer Service admin center or Omnichannel admin center (deprecated) app to start configuring the channel.

Important

Omnichannel admin center is deprecated. Use the Customer Service admin center app for admin tasks across Customer Service.

See the following articles to configure channels in Omnichannel for Customer Service:

Get a Power BI (free) subscription

If you already have a subscription of Dynamics 365 Customer Service Enterprise or a subscription of Power BI in your tenant, you can skip this step. Otherwise, you must get a Power BI (free) subscription.

Sign in to Microsoft 365 admin center with the global administrator credentials.
Go to Billing > Purchase services.
Search for Power BI (free) and complete the purchase of Power BI (free) subscription.

Videos

To view videos on Omnichannel for Customer Service, see Videos.