2026-08-18

Dynamics 365 Omnichannel - Simply Explained

A customer starts a website chat because an order has not arrived. They explain the problem, provide the order number, and answer several questions. Later, they call the company—and the person on the phone asks them to explain everything again. For the customer, this makes little sense. They did not start a new problem. They simply changed the way they contacted the company. In this episode of Microsoft Knowledge Nuggets on M365 FM, Mirko Peters explains Microsoft Dynamics 365 Omnichannel in plain English and shows how organizations can connect customer conversations across chat, voice, SMS, social messaging, and other service channels. We explore the unified agent workspace, customer identification, queues, Unified Routing, skills-based routing, agent presence, capacity, transfers, consultations, knowledge articles, quick replies, Copilot, Smart Assist, sentiment analysis, customer hist

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Dynamics 365 Omnichannel - Simply Explained (English)