As more customers adopt omnichannel commerce - including Store Commerce (Retail Channel), E-Commerce, and Customer Service (Call Center App) - it would be beneficial to integrate the Media Library / Omnichannel Media Management feature with D365 F&O Call Center. This integration would ensure that product images uploaded in the standard CMS system are also visible to Call Center users when they query products in F&O.

Pain Point:

Currently, for Call Center users to see product images, the images must be manually imported into D365 F&O using Data Management Framework (DMF). This adds an extra step, especially when the same product is already being used across POS and E-Commerce channels.

Advantage:

By integrating the Media Library / Omnichannel Media Management with F&O, it can also serve as a centralized workspace to assign product media, ensuring a seamless and efficient media management process across all channels.