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Omnichannel Engagement Hub (OEH) for Dynamics 365 Customer Service

Are you worried about how to improve customer satisfaction, reduce the rate of complaints, as well as lower operating costs in using the phone? Within the Dynamics 365 suite came a new solution, replacing the already known “USD - Unified Service Desk”, and totally cloud!

A while ago Microsoft brought us the well-known Channel Integration Framework. I believe that today, it makes more sense the reason for its appearance, and it is that it serves totally as a base and sustenance to provide omnichannel customer service.

This service is cloud, avoiding having to perform a deployment in, for example, contact centers that have outdated infrastructure or with old, and low-resource operating systems. Unified Service Desk forced us to have certain minimum benefits that complicated the deployment of the solution.


What allows us to perform the Omnichannel Engagement Hub?

Application example

We will see how, for example, by combining with the customer self-service portal, we will make the chat available. For this, in the Omnichannel administrator we can take the code or script to incorporate in our website as seen in the following image:


Each Dynamics 365 Customer Engagement environment can configure its channels and enable us to generate the HTML / JavaScript script to incorporate it into our website. Once configured, that is to say, that the fragment that links the chat to the web portal has been incorporated, the typical chat bubble floating on our site will appear as shown below:


On the administrator side, what we will define are the agents or users enabled to receive queries and define which channels they will attend to. For this we will associate work queues to users and assign roles:


This will allow us to define a maximum capacity for simultaneous queries in which each user can receive and by what means. Examples are only Chat and SMS.

If we stand on the side of the end-user, we are going to assume that my name is “Doug Corwin” and I want to log in to inquire about a problem with my recently purchased printer. For this, I start a conversation through the web portal chat:


When sending the conversation request, the first agent available in the backend (Dynamics 365) will receive the request to accept the query:


The agent can give the presence indicator at any time, that is, if it is available, busy, offline, among others. It is also possible to customize the states.

Since I entered my email and full name in the “pre-chat”, the system looked for me in the client base and identified me, achieving identification and bringing me all the history/view 360 that I already have in the database:


It automatically opens a new work session in which it unifies several aspects on the same screen:

On the left side of the screen we see the online conversation (chat) that we have with the client. Above the chat we will have an analysis of the feeling of the relationship with the client based on what we are talking about online (positive, negative, neutral, etc.).

On the right we see the 360 view of the client and the possibility to see their recent cases, search the knowledge base or record activities.


From the chat options, we can perform different actions such as scaling to another agent, transferring, giving fast and predefined responses, among others:


Quick responses are configurable, and we can create all we want. There are shortcuts for the agent, as he writes to invoke a predefined response.

Some messages can be sent in public mode to the client or internal messages to other operators / supervisors. For example, you might want to ask a superior about a particular topic without the client viewing that conversation.

Also, to chat conversation, a bot could previously be implemented which only refers to an agent when he cannot respond or does not know how to respond.


Several dashboards already come with the solution and do not require any configuration. These boards are designed from the perspective of the service agent, as well as from the vision of a supervisor.


While today out of the box are available, channels such as:

It is expected that Microsoft will release new channels in the following releases as the roadmap indicates.

Another of the points announced by Microsoft is the possibility of including advanced artificial intelligence, such as the analysis of the feeling of conversation, to optimize relations with our customers.


Omnichannel Engagement Hub is a fantastic solution to optimize Customer Service scenarios. Those who want to take to the next level of complexity the capabilities that Dynamics 365 has concerning Customer Services this is undoubtedly the indicated module by Microsoft Dynamics CRM Services Team.

Keep in mind that the use of Chat capabilities and certain channels have an additional cost per month user. This cost is additional to the Customer Service licensing.

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