To manage presences, navigate to Customer Service Admin Center >> Agent Experience >> Productivity >> Custom Presence Out of the box we have the following presences. Only the below presences

To view marketing interactions, we need to add a custom connector to the timeline of the lead and the contact form. This step is only required if we are using

Appending ribbondebug=true to the record’s URL adds the new Command checker button in the command bar, which could help us in troubleshooting any unexpected behavior with ribbon. More on this

Recently in one of the environments, the presence was not loading for the agents. To fix it, we had to update the Channel URL to point to the correct organization

Make sure all the prerequisites are in place – https://learn.microsoft.com/en-us/dynamics365/customer-service/omnichannel-provision-license#prerequisites Login to Power Platform Admin Center >> Environments https://admin.powerplatform.microsoft.com/environments Select Resources >> Dynamics 365 apps Select Manage for Omnichannel for