Omnichannel is an extension for Dynamics 365 Customer Service that allows for enhanced customer engagement through a suite of new capabilities. One of these such capabilities generates and tracks service cases through a chat channel where customers can interact with you on your website. If a viewer needs help or has a question about something they find while browsing your website, they can use the chat feature to send a message directly to Customer Service.

Chat channels are the preferred communication method for a large population of customers when reaching out to a business entity. Customers and clients value being able to talk to real people instead of machines. Adding this channel to your website will therefore make you more approachable to the average customer.

The Omnichannel extension will serve as a hub for all of the cases created through the website chat function. It tracks the inquiries and assigns employees to address them. It is a useful tool for anyone managing Customer Service endeavors, however an additional license is required to access Omnichannel for Customer Service.

Omnichannel also allows for communication within the dynamics portal through SMS/text and certain social media channels such as Facebook.

For information on the price of these licenses, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

For more details on Omnichannel’ s capabilities please see this Microsoft article.