[MUSIC].
>> In this video,
I'll be walking
through basic setup to
get up and running
with case creation,
contact management, and chat.
Let's start with case
and contact management.
After completing the
Dynamics 365 trial flow,
you'll see your new licenses in
the Microsoft 365 Admin Center.
Add any additional users to the
license for customer service.
Let's jump in to
customer service hub and start
creating cases and contacts.
Click on "All Admin centers"
in the left navigation.
Select "Dynamics 365" admin center.
See your new environment.
Select the three dots and
choose "Open environment".
Select the "Customer
Service Hub" app.
Select "Cases" in
the left navigation.
Select "New" to create a new case.
Give the case a title.
Create a customer contact or account.
You can scan a business
card if you have one.
Save the contact, save the case.
Additional activities will
show up in the timeline.
You can also leverage the
timeline to add notes,
appointments, track a
phone call, and more.
Now let's set up the chat channel.
The first step is to provision chat.
Let's go to docs.Microsoft.com
to make sure we're
not missing a step.
Click on the URL for
data access consent.
Provide the consent,
and then return to the Power
Platform Admin Center to continue.
Click the three dots
and choose "Manage
Solutions" to get into the
Dynamics 365 Admin Center.
Click the "Applications" tab to find
Omnichannel for customer service.
Select it and choose "Manage".
Choose "Add an environment",
and then select yours
from the drop-down,
accept the privacy
terms and click "Next".
Select to enable chat.
You can add additional channels
now or come back and add them later.
Click "Finish". Chat setup will
take 30 minutes to an hour.
Once complete, it's
time to configure chat.
Let's go back to the Power
Platform Admin Center
and choose "Open environment".
You'll see there are two apps,
Omnichannel for customer
service for agents,
and Omnichannel Administration
for admin configurations.
Choose "Omnichannel
Administration" to configure chat.
First, we'll ensure users have
the appropriate roles for
Omnichannel by going
to the sprocket and
the upper right corner and
choosing "Advanced settings."
In the top menu bar,
go to the "Settings",
"Security", and choose "Users".
Change the selection at the
top from Omnichannel users to
users with no assigned security
roles to find existing users.
Select the user you want
to add to Omnichannel.
Choose Manage roles.
Go through the list of
roles and add all those
for customer service, Omnichannel,
and productivity tools to
ensure this user can leverage
all Omnichannel capabilities in
the future should you
choose to enable them.
Click "Okay" to save.
Select "Omnichannel Users" to
validate the user has the right role.
Now, let's set up our
queue routing rules
and chat widget in
Omnichannel Administration.
Navigate back to the Omnichannel app.
Select "Queues" and
click "New queue".
Give the queue a title and
priority of one and save.
Now, let's add a user to the queue.
Search for your user,
select and choose "Add".
Now we'll add the queue to
the live chat work stream
by creating a routing rule.
Choose live chat workstream
routing rule, and click "Add".
Give the routing role a name,
select your queue, and save.
Finally, let's create a
chat widget that you can
put on your support portal to
allow customers to
chat with your agents.
Go to chat and select "New".
Give the chat widget a name.
Choose your preferred
language, save the widget.
Copy the JavaScript code and
add it to your portal so
your agents can start taking chats
in Omnichannel for customer service,
so you can earn customers for life.
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