Enabling SME Assistance in Dynamics 365 with Omnichannel for Customer Service

Asking an SME for assistance

Dynamics 365 offers an ecosystem beyond Customer Service for employee-customer interactions. With Omnichannel for Customer Service, agents can transfer voice calls to SMEs in Microsoft Teams, who can directly participate in resolving highly technical or VIP customer issues.

Prerequisites

The following prerequisites must be set for Microsoft Teams users:

SMEs must have a phone number assigned in Microsoft Teams.

To update the Teams phone number in the user profile, perform the following steps:

1. Sign in to the Azure portal and go to Azure Active Directory.

2. Select Manage > Users

3. Select the required user and select Edit to add the phone number in the Contact info > Office phone field.

   
   

   

   
   

   
   

   Dynamics 365 uses Graph API to retrieve the number in the Office phone field.

Enable agents to consult with Microsoft Teams users

You'll need to enable the Consult with Microsoft Teams user setting in the voice channel section to allow the agents to consult with Microsoft Teams users.

Scroll down to the end

Conclusion

Extending Dynamics 365 Customer Service to MS Teams users or external users can be done with little effort when using the Microsoft ecosystem. Microsoft Dynamics, Microsoft Teams, and Power Virtual Agents can act as the holy trinity for customer service needs.

Also published here.