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!

7 thoughts on “Installing Omnichannel for Dynamics 365 – Part III

  1. Hi, Thanks for putting this up, this really helps.
    I’ve been following these steps to configure Omni Channel but got stuck on the last step. When I click on the purple check button it throws an error saying:
    AADSTS65001: The user or administrator has not consented to use the application with ID ’18cc9627-776c-4142-b8f5-9cd83517e3bb’ named ‘Omnichannel for Customer Service’. Send an interactive authorization request for this user and resource.

    FYI – When I followed part 2 it created another sandbox instance on my trial environment earlier having one production instance only. So now I see Omni-channel on both so tried on both but got the same error, even after giving the consent.

    1. Hi Gauravv

      I’m glad it’s being helpful for you!

      Did you follow the instructions for granting Data Access Consent at https://thecrm.ninja/installing-omnichannel-for-dynamics-365-trial-part-i/?
      You’ll also need to be a Global Administrator in order to get these things done.

      With regards to second sandbox instance, it’s what happens – there’s no other way to do it. You can then enable Omnichannel for the environment/s that you want to.

      1. Hey…I am also facing the same issue. I did followed all the steps mentioned. I’ve been doing all the configuration as global admin user. Do you got any update on this ?

  2. Hi,
    Thanks a lot for all this information, I curently have the same issue mentionned above. After configuring the Omniwhannel, I’m facing an error that indicates that “The user or administrator has not consented to use the application […]”
    Problem is that I already Consented as described in your blog with the URL https://go.microsoft.com/fwlink/?linkid=2070932

    Do you have any idea on how to troubleshoot this?

    Thanks in advance

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