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Getting started with Dynamics 365 Omni Channel for Customer Services

Status: Accepted

Devi Kumari a Community leader and Microsoft Solutions Architect from Bosch Global Software Technologies shows how to get started with Omni Channel for Dynamics 365, showing how to setup the Channel Integration Framework, Integrations with MS Teams, Facebook, Whatsapp and social media. Devi explain the solution architecture and processes of transferring Calls between Human agents and Bot Agents as well as addressing the differences between Omni Channel and Unified Service Desk.


Technical Level: 200

Presented By: Devikumari Krishna

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