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Dynamics 365 Notifications in Omnichannel Customer Service
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Dynamics 365
Oct 6, 2023 4:00 PM

Dynamics 365 Notifications in Omnichannel Customer Service

by HubSite 365 about Lewis Baybutt [MVP]

Power Platform Consultant 💬 at HybrIT Services | Low Code Lewis 👨🏻‍💻 | Microsoft 365 | Power Platform | SharePoint | Dynamics 365 | #CommunityRocks 🚀

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Revamp your Dynamics 365 work item notifications for improved customer service experience with Omnichannel. Learn more.

Today, in the blog post by Lewis Baybutt [MVP], he discusses the customization of work item notifications in Dynamics 365 Omnichannel platform for Customer Service. Lewis is zeroing in on the different chat and communication channels used within the service.

These channels offer varied experiences to agents. This consists of perceived minute differences when navigating between different channel types. Apart from establishing these subtle contrasts, Lewis's focus also extends to the exploration of workstream types.

Understanding Dynamics 365 Omnichannel for Customer Service and Work Item Notifications

Dynamics 365 Omnichannel is a powerful tool developed by Microsoft, for Customer Service application, offering a plethora of communication channels. These channels play a crucial role in effective customer service delivery, as they enable seamless interaction with customers.

One notable feature of Dynamics 365 Omnichannel is the work item notifications. These are customizable according to agent preferences, significantly streamlining their user experience. These notifications help agents distinguish between different workstreams effectively.


The subtle details of user experience customization, especially work item notifications, can be perceived as significant as it makes the interface incredibly user-oriented, thereby enhancing overall productivity. Hence, understanding and customizing them to suit the agents' workflow can be transformative for customer service efficiency.

Moreover, comprehending the intricate differences between various channels can give agents the upper hand in leveraging the capabilities of the Omnichannel to the fullest. This involves recognising the unique features and deficits of each channel, which in turn, can substantially boost the quality of customer service.


Read the full article Customise the work item notification in Dynamics 365 Omnichannel for Customer Service

Learn about Customise the work item notification in Dynamics 365 Omnichannel for Customer Service


The recent blog post discusses customizing work item notifications in Dynamics 365 Omnichannel for Customer Service. The author explores the differences in agent experiences across various chat and communication channels. The post is particularly useful for those trying to understand the nuances between different workstream types and channels.

To expand knowledge on this topic, you might want to explore various resources. The official Microsoft website provides multiple tutorials and documentation on the topic. Additionally, you could reach out to the user community or experts to gain practical insights into using Dynamics 365 Omnichannel service.

There are several courses that can provide a more comprehensive understanding:

  • Dynamics 365 for Customer Service training offered by Microsoft
  • Online courses on Dynamics 365 and CRM services available on platforms like Udemy and Coursera
  • Intensive boot camps provided by specialized tech training institutes

More links on about Customise the work item notification in Dynamics 365 Omnichannel for Customer Service

Notifications for agents working in Omnichannel ...
Apr 4, 2023 — Learn about notifications and their types. Agents will see notifications and screen pops in Omnichannel for Customer Service.
Customise the work item notification in Dynamics 365 ...
5 hours ago — In this blog post, I'll show you how we can make small customisations to the agent notification that is delivered to users for them to accept ...
Manage notification settings and templates
Jun 14, 2022 — Create a notification template · In Dynamics 365, go to one of the apps, and perform the following steps. · On the Templates tab, select New ...


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