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Manage Custom Presence Dynamics 365 Customer Service (Omnichannel)

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#agentexperience

#customization

#custompresence

#defaultpresence

#presences

Dynamics 365 Customer Service

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Mar 6, 2023

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AI Summary

  • The article discusses the process of managing presences in Microsoft business applications through the Customer Service Admin Center.
  • There are a set of default presences available for agents to select, and the inactive and offline statuses are automatically set by the system.
  • Although the presence can be deactivated, it still remains visible to agents.
  • The default presences cannot be deleted, and attempting to do so will result in an error.
  • The text for the default presence can be edited.
  • Custom presences can be created based on the existing base status for agents.
  • Unlike default presences, custom presences can be deleted.
  • The article concludes with a list of social media platforms where the content can be shared.

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