Omnichannel system customizers

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.


Every organization has a unique way of working. Some organizations have well-defined business processes, and some don’t. As a system customizer, you can customize the forms for your agents and supervisors to cater to your business process and workflow requirements.

In this section

Use the resources in the following sections to learn how to use Omnichannel for Customer Service for system customizer: