Notifications
Announcements
No record found.
Hello,
I have the customer service basic which comes with the Customer Engagement Plan for partners. However, I would like to activate the omnichannel solution within our tenant for demo purposes.
How can we add this feature? What should be bought in order to activate this within our own tenant?
Hello - The prerequisites to adding the omnichannel feature is one the following subscriptions through the Microsoft 365 admin center (that is, Web Direct):
You could get a trial for Customer Service Enterprise and then Omnichannel.
Try-channels
I hope this helps.
Hi SvenA,
You need the Dynamics 365 Customer Service Enterprise license.
If you want to start omnichannel in customer service, please refer:
https://learn.microsoft.com/en-us/dynamics365/customer-service/omnichannel-provision-license
Hey!First you need the Digital messaging AddOn license, which will enable the services on your side. This is documented on https://learn.microsoft.com/en-us/dynamics365/customer-service/try-channels. Also, you'll need a PowerBI (free) subscription, and provide consent to some additional services, as documented on https://learn.microsoft.com/en-us/dynamics365/customer-service/omnichannel-provision-license#provide-data-access-consent.
Finally, as indicated on the same previous link, you need to start a wizard to configure the Omnichannel with the specific channels you need (Voice, SMS, social, etc).
Regards,
Under review
Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.
As AI tools become more common, we’re introducing a Responsible AI Use…
We are honored to recognize Neeraj Kumar as our Community Spotlight honoree for…
These are the community rock stars!
Stay up to date on forum activity by subscribing.
Tom_Gioielli 53 Super User 2025 Season 2
Daniyal Khaleel 27 Most Valuable Professional
Soundari 15
