Dynamics 365 Customer Service

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Posted on by Sathish.C

Hi Experts,

I'm trying to Integrate Omnichannel for customer service.

I'm following the steps given here

I have subscribed to dynamics 365 customer service which added an new environment "Customer service trial" in my PPAC.

in order to to provision the omnichannel for customer service in my environment I should follow the 3rd step here. But I'm unable to find the manage option there. and also Omnichannel for customer service is available only in my trial instance and not in my default environment.

Can anyone help me on this ? It would be really helpful

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Hi Sathish.C,

Based on your description, you have added an new environment "Customer service trial", The Customer Service Trial environment comes with a configured Omnichannel for customer service by default and does not require additional configuration.

Based on the document you provided, the following is one Prerequisites:

-To provision the Omnichannel for Customer Service application, Chat for Dynamics 365 Customer Service or Dynamics 365 Digital Messaging

If you want to use Omnichannel for customer service in your original environment, you need get a trial subscription of channels:

--sign up for a free 30-day trial of channels through Microsoft 365 admin center.

https://docs.microsoft.com/en-us/dynamics365/customer-service/try-channels#channels-trial-through-microsoft-365-admin-center

Then you can continue your steps.

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