Deploying Dynamics 365 Omnichannel for Customer Service

Deploying Dynamics 365 Omnichannel for Customer Service cover image


In the course we will walk through the process of configuring Dynamics 365 Omnichannel for Customer Service. We will examine the steps and procedures to effectively setting up routing and distribution across multiple channels such as Chat, SMS, Facebook, and more. Learn how to dramatically improve the agent experience by leveraging tools such as smart assist, skill-based routing, agent scripts and more. Included in this course is multiple hand on labs that will help hone your skills.


Derik Bormann

Derik Bormann

Derik is a regular contributor to CRM Tip of Day Derik is also a Microsoft MVP

Course Module Details

01-Course Overview
  • Course Introduction
    6 Minutes 
02 - The Omnichannel User Experience
  • OCS Overview
    13 Minutes 
  • OCS User Experience Demo
    10 Minutes 
03-Configuration Overview
  • Provisioning OCS
    5 Minutes 
  • Defining Queues
    10 Minutes 
  • Defining Users
    5 Minutes 
  • Configuring Settings
    10 Minutes 
04 - Routing & Distribution
  • Routing and Distribution Overview
    7 Minutes 
05 - Creating Work Streams
  • Creating a Work Stream
    12 Minutes 
  • Creating Routing Rules
    5 Minutes 
06 - Deploying a Chat Channel
  • Creating a Chat Channel
    7 Minutes 
  • Creating Pre-Chat Surveys
    5 Minutes 
  • Embedding in a Portal
    4 Minutes 
07 - Deploying an SMS Channel
  • Deploying a SMS Channel
    10 Minutes 
08 - Skill-based Routing
  • Skill Based Routing Overview
    2 Minutes 
  • Enabling and Defining Rating Values
    3 Minutes 
  • Defining Skills
    3 Minutes 
  • Defining Resource Records
    3 Minutes 
  • Defining Matching Rules
    9 Minutes 
Course complete
  • Certificate of completion available
    2 Minutes