Omnichannel for Customer Service

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Posted on by PM-15071523-0

I am not able to see the omnichannel for customer service app. I purchased the license over a week ago, and I still don't see the app available to install in my environment. What am I doing wrong?

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Dynamics 365 Customer Service

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Muhammad Shahzad Sh... 2,373 Most Valuable Professional on at

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Add Omnichannel license to users:

Go to Microsoft 365 Admin Center → assign the Omnichannel for Customer Service license to the user(s).

Enable Omnichannel in the environment:

Go to Power Platform Admin Center > Select your environment > Settings > Product > Features → Ensure Omnichannel is toggled On.

Install the app manually:

Visit https://admin.powerplatform.microsoft.com > Resources > Dynamics 365 apps

Locate and install "Omnichannel for Customer Service" into the correct environment.

Region-specific availability:

Ensure your environment is in a supported region—Omnichannel isn't available in all geographies.

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PerezAguiar Microsoft Employee on at

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Hey!

Usually, you won't see a Dynamics Omnichannel app on PPAC. However, if you login, you should be able to see Copilot Service Admin Center, Copilot Service Workspace and Customer Service Hub. You should be able to see this

One important note is that users need a ContactCenter license. But in some scenarios, users might need also a Customer Service license. Please ensure which license you've purchased

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PM-15071523-0 16 on at

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I am working through some of the licensing, I will close the question as answered and come back once I have finished that setup.

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