Installing Omnichannel for Dynamics 365 – Part III

So far I’ve covered the Omnichannel installation process over the last two posts (https://thecrm.ninja/installing-omnichannel-for-dynamics-365-trial-part-i/ and https://thecrm.ninja/installing-omnichannel-for-dynamics-365-trial-part-ii/), which is all about getting the Omnichannel Application to appear in the Dynamics 365 Administration Centre under Applications.

However, once we’ve gotten it to appear, we now need to carry out the initial basic configuration to get it to be active.

This will then get us to a point where we can start configuring it to use with the different channels that we’d want to have it active for, such as online chat, Facebook, etc.

So if you’ve been following the process so far, in the Dynamics 365 Administration Center you’ll see the following:

The next step is to select the line for Omnichanel, and click ‘Manage’:

You’re going to be prompted with another permissions request, and oh boy this is a LONG one! Select the ‘Consent’ box, and click Accept to continue (you’ll need to be a Global Tenant Admin to do this)

For all of your hard work so far, you’re going to be presented with the following BEAUTIFUL screen!

This is the Omnichannel Admin Centre, where you’ll be able to now set up Omnichannel for the environment/s that you want to have it present in. To proceed, click the ‘Add an org’ button, and you’ll be asked which environment (organisation) you want to set up Omnichannel for:

Select the environment, accept the Privacy Terms, and then click the purple right-arrow to move on to the next step.

For each of the options available (currently they are Chat, SMS and Facebook), you’ll be asked if you want to enable it for your organisation. Select the option/s you wish to be present, and click the purple right-arrow to continue (example shown below of the Chat enable screen):

Continue until the end, where you’ll get the Summary screen (shown below). Click the purple check button to confirm and continue:

You’ll now be shown a status screen, where it’ll tell you that your selected options are being set up:

At this point it’s a good idea to take a break. Simply because the setup of these is going to take a whiiiiiiiiiiiile (it’s obviously doing a lot behind the scenes!). Go have a coffee, a walk, visit the gym, do some laundry, etc. Once it’s finally finished, it’ll show that setup is complete:

And if you go back to the overall Omnichannel Administration summary page, you’ll see a nice little summary of the environment here as well (along with the option to set up another environment with Omnichannel)

Once this has been completed, you’ll now be able to see Omnichannel present within the list of Dynamics apps within the Dynamics environment:

The next stages will be to carry out the Omnichannel configuration within Dynamics 365 for the different channels, which I’ll be going into in the next series of posts.

I hope that you’ve found this helpful so far – please reach out with any questions that you may have!