Enable Omnichannel for Customer Service

Pre-Requisites:

• An active subscription of Chat for Dynamics 365 Customer Service or Dynamics 365 Digital Messaging.
• Ensure that the prerequisites mentioned in the system requirements are set up.
• Global Tenant Admin and Dynamics 365 System Admin permissions for your organization.

Provide data access consent :

 Use the following steps to allow Omni channel for Customer Service to read and write data on behalf of users:

1. Go to Data access consent URL. For Government Community Cloud (GCC), use the GCC data access consent URL.
2. Sign in using Global Tenant Admin credentials.
3. Select the Consent on behalf of your organization check box.
4. Select Accept to grant data access consent.

Set up Omni channel for Customer Service:

• In Power Platform Admin Center, on the Environments page, select the environment in which Omni channel for Customer Service needs to be set up.
• In the left pane, expand Resources, and select Dynamics 365 apps.
• On the Dynamics 365 apps page, select more commands beside Omni channel for Customer Service, and then select Manage.
• On the Manage Omnichannel for Customer Service message, select OK. The Dynamics 365 Administration Center | Omnichannel page is displayed on a new tab.
• On the Manage Omnichannel Instances page, select Add Org to add an organization. Omnichannel is set up on the organization environment that you add here.