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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Omnichannel for Custom...
Service | Customer Service, Contact Center, Fie...
Answered

Omnichannel for Customer Service

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Posted on by PM-15071523-0 12
I am not able to see the omnichannel for customer service app. I purchased the license over a week ago, and I still don't see the app available to install in my environment. What am I doing wrong?
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Dynamics 365 Customer Service
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  • PM-15071523-0 Profile Picture
    PM-15071523-0 12 on at
    Omnichannel for Customer Service
    I am working through some of the licensing, I will close the question as answered and come back once I have finished that setup. 
  • PerezAguiar Profile Picture
    PerezAguiar Microsoft Employee on at
    Omnichannel for Customer Service
    Hey!
     
    Usually, you won't see a Dynamics Omnichannel app on PPAC.  However, if you login, you should be able to see Copilot Service Admin Center, Copilot Service Workspace and Customer Service Hub.  You should be able to see this

     
    One important note is that users need a ContactCenter license. But in some scenarios, users might need also a Customer Service license. Please ensure which license you've purchased
  • Verified answer
    Muhammad Shahzad Shafique Profile Picture
    Muhammad Shahzad Sh... 927 Most Valuable Professional on at
    Omnichannel for Customer Service
    1. Add Omnichannel license to users:
    • Go to Microsoft 365 Admin Center → assign the Omnichannel for Customer Service license to the user(s).
    1. Enable Omnichannel in the environment:
    • Go to Power Platform Admin Center > Select your environment > Settings > Product > Features → Ensure Omnichannel is toggled On.
    1. Install the app manually:
    1. Region-specific availability:
    • Ensure your environment is in a supported region—Omnichannel isn't available in all geographies.

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