Get started with Omnichannel for Customer Service
Important
Power Virtual Agents capabilities and features are now part of Microsoft Copilot Studio following significant investments in generative AI and enhanced integrations across Microsoft Copilot.
Some articles and screenshots may refer to Power Virtual Agents while we update documentation and training content.
With Omnichannel for Dynamics 365 Customer Service, agents can service multiple customers across different channels directly from within their Dynamics 365 environment. This module introduces the features and functionality of Omnichannel.
Learning objectives
This module explains these concepts:
- Agent experience and managing sessions.
- Conversations and customer summaries.
Prerequisites
Basic understanding of Dynamics 365 Customer Service