Omni-Channel for Customer Service: Post-chat Survey
We would really like to see post-chat survey feature being made available as soon as possible to allow migration away from CafeX LiveAssist.
Phone as Channel
having Phone as a channel is a must. because for all companies today phone is the biggest and most important channel
Chat WIdget: please support custom Theme Color
Please support custom "Theme color" for the Chat Widget. The Chat Widget support OOTB a couple of colors. The enity form suggest that is is possible to add a customer color to it. But it is not supported, Microsoft Support told me in a ticket (119112922001487) We need custom Theme color for emb...
Chat for customer service as a new channel
My sugestion is to add a chat feature, to be configured and customized in CRM, and have a window where the crm users can take the incommng chats as a cases
Availability to modify the automatic messages in the chat / facebook messenger widget
My customer would like to modify the automatic messages in the chat widget or in the facebook messenger widget, like: “An agent will be with you in a moment." “Agent has joined the conversation."
Enable link between agent availability and Microsoft Teams presence
The Teams Presence API is now available (at least in Beta). https://graph.microsoft.com/beta/users/{ad_user_guid}/presence Allow (by configuration option) the bi-directional flow of presence status between the Omni Channel Hub user persona and their Teams Persona. Ideally Teams should also ge...
Make Omni-Channel Customer Service available through UK CSP
Make Chat for Dynamics 365 available to (UK) CSP We've just been told by our UK CSP that Chat for Dynamics 365 is not available, thereby denying us the ability to use this product. Why is this the case? We had hoped to move across to this product, but our strategy has now hit a roadblock.
Support for 32 bit Unified Service Desk
The solution to embed Omnichannel inside of USD is not supported by the 32 bit version of USD. Can this be fixed?
Make Business Central compatible with the application tabs in Omni Channel as of 17/12/2019 its not
The Omni Channel applications tabs requires that the application under the tab be "iFramable". I have tried it and as of 17/12/2019 you cannot add Business Central under an application tab. Clearly all the D365 suite of applications really ought to be able to work under an omni channel applicati...
Omni Channel needs the concept of Business Unit.
The concept of business unit is brought into sharp focus by the fact that Dual Write for Dynamics Finance and Operations (and I believe soon Business Central as well) brings the concept of multiple legal entities into the Customer Engagement applications using new entities which are similar (but ...
Administrator
Thank you for your feedback.
This is a great suggestion! We are releasing Chat in Dynamics 365 Customer service as part of October 2019 wave.
Sincerely,
PM,
Microsoft.