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Dynamics 365 Omnichannel - Simply Explained
19 ago 2026 ·
19 min. 45 sec.
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Dynamics 365 Omnichannel - Simply Explained
Descrizione
Customers repeat their story on every channel because chat, email, phone and social messages live in separate tools. This episode explains for customer service teams and supervisors how Dynamics 365...
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Customers repeat their story on every channel because chat, email, phone and social messages live in separate tools. This episode explains for customer service teams and supervisors how Dynamics 365 Omnichannel connects those conversations in one workspace. You will learn how routing, agent tools, customer history and real-time dashboards fit together.
In this episode
Key takeaways
Worth quoting
“Each channel feels like walking into a different branch of the same company where no one has seen the notes from the branch you just left.” – Mirko Peters (01:27)
“This doesn't mean every conversation connects by magic. The company still has to set up channels correctly, link records, and decide what information to collect.” – Mirko Peters (03:12)
Explore more on M365.FM
Follow and rate M365.FM in your podcast app, and join the free M365 community at m365con.net.
Become a supporter of this podcast: https://www.spreaker.com/podcast/m365-fm-microsoft-365-azure-cloud-power-platform-ai--6704921/support.
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In this episode
- 00:00 – The broken support journey
- 00:43 – Why separate channels create bad support
- 03:27 – The unified agent desktop
- 07:39 – Routing behind the scenes
- 11:50 – Tools that help agents respond
- 15:38 – One customer record
- 17:38 – What supervisors can see
- 19:21 – Conclusion: the connected service desk
Key takeaways
- Dynamics 365 Omnichannel brings chat, voice, SMS and social conversations into one agent workspace with the customer's history beside them.
- Routing uses queues, rules, skills, presence and capacity to send each request to the right available person, and consults avoid needless transfers.
- Context only follows the customer when channels are set up correctly and conversations are linked to the right contact or case.
Worth quoting
“Each channel feels like walking into a different branch of the same company where no one has seen the notes from the branch you just left.” – Mirko Peters (01:27)
“This doesn't mean every conversation connects by magic. The company still has to set up channels correctly, link records, and decide what information to collect.” – Mirko Peters (03:12)
Explore more on M365.FM
- Episode page: the full episode with chapters, quotes and FAQ on Omnichannel
- Dynamics 365 – the platform whose Omnichannel features pull chat, voice, SMS and social conversations into one workspace
- Dynamics 365 Customer Service – named briefly as the home of Omnichannel when the episode turns to supervisor dashboards
- Mirko Peters – hosts the episode and closes it with an invitation to more Dynamics 365 explainers
- Related episode: Dynamics 365 Knowledge Management - Simply Explained
Follow and rate M365.FM in your podcast app, and join the free M365 community at m365con.net.
Become a supporter of this podcast: https://www.spreaker.com/podcast/m365-fm-microsoft-365-azure-cloud-power-platform-ai--6704921/support.
Informazioni
| Autore | Mirko Peters M365, Azure & AI |
| Organizzazione | m365 FM |
| Sito | www.m365.fm |
| Tag |
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