When an agent logins to Omni-Channel for Customer service App he gets the below error and the agent status does not load.
There was a problem with your single sign-on account. Please sign out of all Microsoft Dynamics 365 apps and sign in again. If this continues, have your administrator contact Microsoft Support with client session ID.
Root Cause:
In Azure AD, check if Security Defaults is turned on. If it is turned on, the agent should have the right authentication set up.
Resolution:
Set up right Authentication for Agent.
Alternatively switch off security defaults in Azure AD.
Enter the Display Name, Plural Name and Primary Field Name information.
Please check to enable Notes and Attachments.
Click on More settings to fill in Description, Table type, collaboration and Create and Update Settings.
Description : We can fill in the description about this table.
Table Type : We can choose to create the table as Activity table or Standard table.
Ownership : Ownership of the table can be at User/Teams level or Organization level.
Collaboration : We can enable Activities, feedback,Connections,Send Email, Enable SharePoint Document management setting, enable auto create teams option and queues for a table. Please note once queues are enabled , it cant be disabled.
Create and Update Settings : Enable Quick create forms, Duplicate Detection and change tracking settings for a table
Offline : Enable for Mobile phone and Dynamics 365 for outlook capabilities
Click on Create and the table gets created successfully.
Please go through my post on Enable Omni Channel for customer service. To set up WhatsApp Channel, logon to Omnichannel Admin Center App as a Omni Channel Admin. Navigate to Channels and choose WhatsApp.
Choose the provider – TeleSign or Twilio where you have activated the Phone Number to receive WhatsApp Chat. In this post I will demonstrate with Twilio account.
Login to Twilio Account and copy the Account ID and Token.
Copy the Account SID and Auth Token from the Twilio Account. Update the Provider information in Omnichannel App and click on next.
Add WhatsApp Numbers to this account to send messages.
Copy the callback URL from next step and update in the Twilio Account.
Return to Omni channel Admin center App and create a work stream for WhatsApp Channel.
WhatsApp Channel
Set up WhatsApp Channel within Workstream.
Choose the WhatsApp number configured from Twilio Account.
Phone Number Activated from Provider
Set the Channel Operating hours in Behavior screen.
Set up the user behaviors.
Set up Routing Rule:
Review the Work Distribution setting. Enable Push Notification to yes and set the Agent capacity unit. Configure Skillset for Agent if we need to route the WhatsApp message based on Agent skill set.
Create a simple Rule Set and route the WhatsApp to right Queue.
Copy the Callback URL from Omnichannel App to Twilio Account.
Now test the connection by sending test messages to the Agent Mobile No configured in WhatsApp Workstream.
Navigate to Settings->Org Settings->Services->Dynamics 365 Customer Voice
Click on Add Domain ->Enter the Domain name and click on next
Make Sure you enter a valid domain name without any https:// or www:// prefix.
Click on next once entering the domain.
System displays CName, CName and TXT values. These values need to copied in DNS records of the domain.( NOTE: In my case domain is purchased from godaddy and I need to add the DNS records in GoDaddy site.
The name values entered in DNS Records in GoDaddy should not have the domain suffix for names. The value in DNS should be fpeurkey1_domainkey and fpeurkey2_domainkey instead of fpeurkey1_domainkey.devisdemo.com and fpeurkey2_domainkey.devisdemo.com
Once the values are added in DNS Records, in portal.office.com screen click on Verify.
The records will be verified successfully and we need to enter the email address in the custom domain.
DNS Records Name and ValueVerify Domain
Once the domain is successfully verified, add the Distribution members email address in the below screen. These email ids associated here should have a valid mailbox configured for their ids.
The Approved User should be a global admin or Customer Voice licensed User.
Review and click on finishDistribution member added successfully
Please go through my post on Enable Omni Channel for customer service. To set up SMS Channel, logon to Omnichannel Admin Center App as a Omni Channel Admin. Navigate to Channels and choose SMS.
Copy the Account SID and Auth Token from the Twilio Account. Update the Provider information in Omnichannel App and click on next.
Add SMS Numbers to this account to send SMS.
Copy the callback URL from next step and update in the Twilio Account.
Return to Omni channel Admin center App and create a work stream for SMS Channel.
Set up SMS Channel within Workstream.
Choose the SMS number configured from Twilio Account.
Set the Channel Operating hours in Behavior screen.
SMS Channel configured successfully.
Set up Routing Rule:
Review the Work Distribution setting. Enable Push Notification to yes and set the Agent capacity unit. Configure Skillset for Agent if we need to route the SMS based on Agent skill set.
Create a simple Rule Set and route the SMS to right Queue.
Copy the Callback URL from Omnichannel App to Twilio Account.
Now test the connection by sending test SMS to the Agent Mobile No configured in SMS Workstream.
To enable Facebook channel Integration, we need a Facebook Account and Facebook page from where customers will view the social post and share the likes/comments.
The Facebook page needs to be associated with a Facebook App. The necessary configurations needs to be performed on Facebook App. Once done Channel configurations need to be done on Omnichannel App.
Create app, which is automatically set to Dev Mode
Begin testing with your own assets, and compile the assets required for App Review
Submit for necessary permissions/features in App Review
After completing App Review, switch your app to “Live”
Facebook App with Facebook Page ConfiguredEnable Permission for pages messaging feature
Configure a work Stream for Facebook channel.
Enable Rule set.
Associate Queue to which the messages need to be assigned.
Enable Work Distribution mode to push.
Set the Agent Status during which Agent can received the notification in Allowed Presence Section.
Work Stream for Facebook channelConfigure Rules to receive notification
Configure Facebook page in omnichannel App:
Create a Facebook Page with Page ID defined in Facebook App.
Page Name should match the configuration in Facebook App.
Page Access Token in generated from Facebook App.
Associate Work Stream and Facebook Application(Channel).
Facebook page with Page Id from developers Facebook section
Facebook Application:
In Omnichannel App, Configure the Facebook Application. Application Id is the Facebook App ID.
Associate the Facebook page created in above screen shot. System generates a callback Uri and Token ( verify Token in below screen shot)
The Callback Uri and Token from above step needs to be updated in Facebook App -> Web hooks section.
Configure Channel Integration Framework
To receive push notifications from Facebook page Channel Integration framework needs to be configured and associated to Omnichannel App.
Now all steps are configured successfully to exchange communication between Facebook and Omnichannel live chat. Below are the sample screens in Omnichannel App when Agent receives incoming notification.
Select the Consent on behalf of your organization check box.
Select Accept to grant data access consent.
Set up Omni channel for Customer Service:
In Power Platform Admin Center, on the Environments page, select the environment in which Omni channel for Customer Service needs to be set up.
In the left pane, expand Resources, and select Dynamics 365 apps.
On the Dynamics 365 apps page, select more commands beside Omni channel for Customer Service, and then select Manage.
On the Manage Omnichannel for Customer Service message, select OK. The Dynamics 365 Administration Center | Omnichannel page is displayed on a new tab.
On the Manage Omnichannel Instances page, select Add Org to add an organization. Omnichannel is set up on the organization environment that you add here.
Enable Omnichannel for Customer Service from office 365Provision OmnichannelOmnichannel Installation Complete
Dynamics 365 Key Topics 