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Search for records in Omnichannel for Customer Service

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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.

The topic explains how to search for records in Omnichannel for Customer Service.

Search for records using the inline search option

You accept an incoming conversation request and there is no customer record identified in the Omnichannel for Customer Service. In this case, use the inline search option in the Customer profile form and Issue snapshot form to search for a contact or account and case respectively.

The inline search is based on Lookup View and Quick Find View. You can search the fields (attributes) that are based on Lookup View and Quick Find View.

For Customer profile, you can search for Contact or Account entity. By default, you can search using the following fields.

Entity Fields
Account
  • Account Name
  • Account Number
  • Email
  • Main Phone
Contact
  • Company Name
  • Email
  • First Name
  • Last Name
  • Middle Name
  • Full Name
  • Mobile Phone

For the Issue snapshot, you can search for Case (Incident) entity. By default, you can search using the following fields.

Entity Fields
Case
  • Case Number
  • Case Title

Only active views are displayed for the search results. Also, you can customize the Quick Find View and Lookup View to change the searchable fields as per your business requirements.

More information: Understand views
Unified Interface Lookup view leverages Quick Find View

To learn on how to link a record, see Link a record to the conversation

Next topic: Link and unlink a record

See also

View customer summary and know everything about customers
View conversation and session forms in the model-driven apps
View customer summary for an incoming conversation request
Create a record