Learn how Dynamics 365 can help your organization develop an omnichannel customer service strategy.

1. CUSTOMER SERVICE COMMUNITY
The real omnichannel experience
for the customer and the agent

2. • Nico Fernández
• Microsoft MVP
• Presales Director – Infoavan
About me

3. Agenda
Introduction to Dynamics 365 Customer Service + Omnichannel
engagement hub
Introduction
01
Understanding how the solutions provides a real omnichannel
experience for everyone
Omnichannel for everyone
02
Step by step, how to work with your OEH app
Working with OEH
03

4. Objetives
How Social Media
Influences Purchase
Decisions
• Understand the business value of the Omnichannel
Engagement Hub
• Understand the current platform scenario vs
previous years
• Understand the first steps to make to implement the
Omnichannel Engagement Hub

5. Being
Omnichannel
Key concepts
Give the agents strong, easy to handle solutions,
that allows them to work in a unique
environment.
Empower the agents
An omnichannel strategy means that you are on
many channels, but only on the channels that
make sense for the business and the customers.
Being in many places, but not necessarily
everywhere
Design your customer journey to not depend on
the channel of their choice.
Bring a seamless experience between
channels

6. Different teams to handle each
channel without visibility of the other
teams’ work
Disaggregated channels
Inconsistent experience for the
customer and/or the agents
Consolidated vision and handling of
all communications, regardless the
channel
Channels integrated into the
business processes
Customers can start a process through a
channel, continue it through another channel
and finish it through another one, with a
seamless experience for them and for the
agents
Multiple channels
Multichannel vs Omnichannel

7. • Traditional Channels + New Channels with CIF
• One customer and one tab per time
• Classic Routing rules
Dynamics 365 Customer Service
• Traditional Channels + New Channels OOTB +
Custom channels with CIF v2
• Multisession and multitab experience
• Agent scripts with macros
• Skills based routing
• Agent status
• …
Omnichannel Engagement Hub
Dynamics 365 Customer Service vs
Omnichannel Engagement Hub

8. Case
management
Queues
Knowledge base
SLAs
Omnichannel
Agent scripts (with macros)
Intelligent Routing
AI Insights
Task automation
Agents
AGENT
EMPOWERMENT
PERSONALIZED
SERVICE
Customer Experience Center

9. Continue it through a different channel without
needing to explain everything from zero
Start a conversation through
the channel of their choice
Follow up through a self-service
channel
Seamless experience through any
channel
Close the conversation
through any channel
Get assistance through an
intelligent virtual assistant
Customers
perspective
Complain via Twitter
Calls the contact center
Check it in the self-service
portal
Make questions to Virtual
Agent on the support portal

10. Receive all communications through a unique platform
Capacity management to define how many customers can handle
Multisession experience
Intelligent agent scripts to guide them step by step
Strong 360 degrees view with all customer interactions
Receive conversations with insights (PVA)
Control of all ongoing and available conversations
Automated steps
Navigate through different tabs of information in one screen
Agents perspective

11. Before Now
Traditional channels on Dynamics 365 Customer Service
Traditional channels on Dynamics 365 Customer Service and
Omnichannel Engagement Hub
Social networks on Social Engagement with a limited integration
capability
Native Facebook and Twitter integration with Omnichannel
Engagement Hub
Manage one customer per time Multisession experience
Channel integration framework for custom other channel
Native integration with IM (WhatsApp, WeChat, Line and
Teams) as well as native integration with SMS
Possibility to treat cases and other activities on workstreams
Channel Integration Framework v2 for custom channels
Chat with an IVS (For example: Cafe X) Native live chat with Omnichannel Engagement Hub

13. Start working with
Omnichannel Engagement Hub
Define your omnichannel
strategy
1 Strategy
You’ll need the Dynamics
365 Customer Service
license and one of the
following add-ons:
- D365 CS digital
Messaging add-on
- D365 CS Chat
Configure your
environments
You need to configure
different aspects of the
app:
- Users (and skills)
- Workstreams
- Queues
- Channels
- Agent Scripts (and
macros)
- Notifications
- Session experiences
(and app tabs)
2 Licenses 3 Environment 4 Configure the app

15. Workstreams
Quick replies
Routing rules
Capacity
Templates: session
and notifications
Work distribution
Channel
Key
Features

16. Work distribution mode
Agents will automatically receive
a new conversation based on
their capacity, routing rules,
queues they are member of, etc.
It’s recommended for
synchronous channels.
Push
New conversations will be
assigned to queues and the
members of the queue will pick
them to work with them.
It’s recommended for
asynchronous channels or app
entities.
Pick

17. NOTIFICATIONS
Notification fields such as title, comments, queue, etc.
General information, such as timeout, accept
and reject button and their labels, desktop
notification, icon, etc.

18. CAPACITY
Workstream capacity: Specify the units of capacity that are
required to process a conversation.
User Capacity units

19. AGENT
SCRIPTS
Script selector
Text instruction
Macro
Script router

20. 모바일 이미지
Get familiarized with the solution.
Create a Demo Environment.
Analyze your customer service
strategy
Get trained.
Reach to a specialist to get the
right help
Where to begin

21. • Blog: nfernandezba.com
• Twitter: @nfernandezba
• LinkedIn: /in/nfernandezba
• Instagram: /nfernandez.ba or nametag
• Facebook: /nafernandezba
• nicolas@nfernandezba.com /
nfernandez@Infoavan.com
Let’s connect

22. CUSTOMER SERVICE COMMUNITY
THANKS!