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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Omnichannel within Uni...
Service | Customer Service, Contact Center, Fie...
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Omnichannel within Unified Service Desk (USD)

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Posted on by AlessioBongiorno 10

Hi guys, 

has anyone ever successfully used Omnichannel within USD?

I have an exisiting USD implementation, with the correct pre-requisites, I managed to install it the OC add-on. However, navigating within USD and going in the Omnichannel app, still the presence is not loading (meaning you cannot manage conversations).

But, even before this, I couldn't understand if using the OC within USD I should see the same interface of the browser or if I should see something completely different (as in some screen of MS guide). I cannot find screen/demos on the web other the couple of the MS guide, so I'm completely clueless.

NB: Omnichannel is completely configured and works completely fine using the browser, but our client wants to use it in the USD.

Screen of MS documentation:

pastedimage1594288850586v1.png

Screen of my current OC/USD implementation:

pastedimage1594288900203v2.png

I have the same question (0)
  • Jean Joel Kakou Profile Picture
    Jean Joel Kakou Microsoft Employee on at

    Thank you for sharing on the community Forum.

    This issue need to be analyzed in depth, it would be fine to create a support ticket for more investigation.

    To submit your next support request, check out our new Dynamics 365 Help + Support Portal.  The portal is easy to use and provides a support experience tailored to the needs of Dynamics customers. Dynamics 365 administrators can access the portal at admin.powerplatform.microsoft.com.

  • AlessioBongiorno Profile Picture
    AlessioBongiorno 10 on at

    Hi Jean,

    thank for the answer. I've already created a support ticket last week but also MS support is a little bit struggling (there are omnichannel experts and USD experts, but the area in between is quite grey).

    So, I wanted to know if there is anyone that has experience with OC within USD or at least saw it working because I cannot find any succesful example online.

    Alessio

  • Community Member Profile Picture
    Community Member on at

    Hi,

    Any update on this issue? I have the same problem. On the web I can perfectly use omnichannel for customer service but on USD I only get a blank home screen.

    Any hint is appreciated, thanks!

    Regards,

    Alejandrausd_5F00_omni.png

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