Create agent and supervisor configurations in Unified Service Desk
Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.
A configuration in Unified Service Desk helps you filter access to components that are shown to users in the Omnichannel for Customer Service application. Follow these steps to create an agent configuration and a supervisor configuration.
Sign in to the Dynamics 365 instance.
Go to Settings > Unified Service Desk.
Select Configuration.
Select New.
On the New Configuration page, in the Name field, type Omnichannel Agent Configuration and then select Save.
Now, repeat the step 4 and 5 to create Omnichannel Supervisor Configuration.
Omnichannel Agent Configuration
Omnichannel Supervisor Configuration
