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Get started with Omnichannel admin center

  • Article

Important

With the release of the Customer Service admin center app that consolidates admin experiences across the Customer Service suite, we announce that the following admin experiences are deprecated and no longer supported after April 2023.

  • Service Management area in the Customer Service Hub app
  • Omnichannel admin center
  • App profile manager: Is removed in April 2023.

Also, starting in October 2022, the Omnichannel admin center and the service management area in Customer Service Hub will be hidden by default in newly created organizations and environments. You have the option to bring them back, but we recommend that you start using the Customer Service admin center app to perform tasks like manage cases, and configure unified routing, channels, and agent experience profiles. More information: Get started with Customer Service admin center

Omnichannel for Customer Service is a robust application that extends the power of Dynamics 365 Customer Service to enable organizations to instantly connect and engage with customers through channels, such as live chat, SMS, and WhatsApp. It provides a modernized design, with simplified and streamlined admin workflows that empower Omnichannel administrators to setup Omnichannel for Customer Service quickly with fewer efforts.

The Omnichannel admin center app lets you configure the channels, agents, and supervisor settings, and the corresponding features to use the channels for handling customer issues through conversations.

The app is automatically installed in all the Customer Service organizations that have Omnichannel for Customer Service provisioned. You can sign in to Dynamics 365, and on the apps page, select Omnichannel admin center.

If you are an upgrading user of Omnichannel for Customer Service, you can perform all the tasks in Omnichannel admin center that you'd been performing in the Omnichannel Administration app.

See also

Unified routing
Manage users in Omnichannel for Customer Service
Create workstreams
Create queues for conversations
Set up record routing
FAQs on unified routing