Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Omnichannel within Uni...
Service | Customer Service, Contact Center, Fie...
Unanswered

Omnichannel within Unified Service Desk (USD)

(0) ShareShare
ReportReport
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

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Omnichannel within Unified Service Desk (USD)

    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

  • AlessioBongiorno Profile Picture
    AlessioBongiorno 10 on at
    RE: Omnichannel within Unified Service Desk (USD)

    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

  • Jean Joel Kakou Profile Picture
    Jean Joel Kakou on at
    RE: Omnichannel within Unified Service Desk (USD)

    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.

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.

Helpful resources

Quick Links

December Spotlight Star - Muhammad Affan

Congratulations to a top community star!

Top 10 leaders for November!

Congratulations to our November super stars!

Tips for Writing Effective Suggested Answers

Best practices for providing successful forum answers ✍️

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 291,280 Super User 2024 Season 2

#2
Martin Dráb Profile Picture

Martin Dráb 230,235 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans