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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Cant provision Onmicha...
Service | Customer Service, Contact Center, Fie...
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Cant provision Onmichannel

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Posted on by MJMUK 10

Hi

I have a Trial Customer Engagement Tennant and i do not see Omnichannel for customer engagement in the D365 App list off the Resources TAB

I do see Omnichannel for customer engagement - base. You can install that, but not manage.

I have installed licenses on the tenant for :

 

pastedimage1680276594038v2.png

I cannot provision Omnichannel for customer engagement as its not on the main list to manage and set up as described by https://learn.microsoft.com/en-us/dynamics365/customer-service/omnichannel-provision-license. I have also provided data access consent for the environment. 

Any idea what  is incorrect?

I have used this before at it all set up fione == this is new Omnichannel for customer engagement - base, any ideas what the difference is now?

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  • Suggested answer
    PerezAguiar Profile Picture
    PerezAguiar Microsoft Employee on at

    Hey MJ.

    There are two important things here:

    a) Regarding licensing:  

    - If you have Dynamcis 365 Customer Engagement (full license), you'll need the Digital Messaging AddOn license to provision Omnichannel.  

    - If you have Customer Service Enterprise Trial, you can also provision the Omnichannel, without the need to deploy the Digital Messaging AddOn

    b) Regarding apps:

    Due to previous change, the "Omnichannel for customer service" should disappear progressively, and the "omnichannel for customer service - Base" should be the option available.

    Regards,

  • MJMUK Profile Picture
    MJMUK 10 on at

    the customer voice Omnichannel for customer engagement IS NOW in the main main list to manage alongside base additionally.  I used manage as normal to provision - and its all working - it was a time delay of a day or so

    thank you for your help

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