Configure notifications (Screen pops) for agents overview
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.
You configure notifications (screen pops) in Unified Service Desk - Omnichannel for Customer Service. These notifications pop up on the screen, and they contain either general information, customer-related or process-related information that the agent can act upon. Here are some examples of the information that screen pops can contain:
Wait time
Customer satisfaction score
Customer/account name
Job title
Category
There are two types of notifications:
Alert notifications
Toast notification (floating notifications)