Dynamics 365 for Customer Service demo | Business Applications April 2019 Release


[MUSIC]>>Hi, everyone. Thanks
for joining us today. I’m Alpana, a Senior Program
Manager working on Dynamics 365 for Customer Service,
Omni-channel Engagement Hub. I’m super excited to tell you today
that we have already launched public preview of Omni-channel
Engagement Hub in February 2019. Today, I’m going to demo you all the capabilities which are available today as part
of the public preview. On that note, let’s get started. As part of Omni-channel
Engagement Hub, what we have released is the new live chat as
a channel capabilities, and all the new agent and
supervisor experiences which have been built to ensure that an agent can be a blender agent who can work on multiple channels
at any given point in time. Let’s get started. All right. So the first thing that you see on my screen right now is the dashboard. It’s an Omni-channel dashboard which has been built for
the agent personnel. As an agent, you would want your Taiwan’s agents to focus on their work items
at any given point in time. So this dashboard has been custom-built to solve
that particular ask. As you can see, I have my first
stream which is my work items. So these are the work items
that I’m working on right now. It can include both chat in our case. The second stream that you
see is open work items. Now, these are the items which are available in my queue
where I belonged to, and I can go and pick up this item
and start working on them. The third string represents
the work items that I have worked on in the last 24 hours
and have already closed them. As you can see, all these
three streams contained both the newly introduced channel, live chat, and as well as all the existing serious
entities like case. So on my right-hand side is
a panel that we have introduced. As you can see,
Omni-channel Engagement Hub is currently in preview, and this is the panel where
the conversation control will get to top once
the agent gets a chat. So let’s go ahead and
switch the personnel, and let’s see how the chat widget
will look like for a customer. So here, I have a sample website. This is nothing but
my Dynamics 365 portal, and I have mimic it to represent
the Microsoft support scenarios. As you can see, on the bottom, I have a live chat widget. The entire theme of this live chat which is
completely configurable. You can change the logo, you can change the color
and the text to meet your organization’s branding needs to make it more gel with
your custom websites. Let me go ahead and
launch the chat widget. When I launched the chat widget, the first and foremost
thing that other customer I get to see
is a pre-chat survey. Now, as part of the pre-chat survey, I can go ahead and
fill in some details, all the questions that you see in the pre-chat survey are
completely configurable. So right now, we support
single line question, multiline question, and a dropdown. So let me go ahead
and fill the survey. For this particular scenario, let me say that I would like
to return myself as pro. Now, when I start with the survey and initiate
a chat, behind the scenes, what the system is doing
is that it is trying to find the record in CRM, and it is trying to route this
particular chat to the right queue, find the next best agent was available to address
this particular chat, and it tries to get some heads
up information that as an agent would be super
helpful for me to get an understanding
start with accommodation. As you can see, I have flipped my personnel from
customer to an agent. I’m back on my CRM screen, and the thing that you
see on the top left is the notification that is provided to an agent as there is
an incoming chat for him. The top-most bar in
the notification is the amount of time which
is left for me to respond. If I don’t respond within
this given amount of time, the system will try to find the next best agent who’s available to pick up
this particular chat. The next thing that you see
is the channel information. Since this particular request has been initiated by
chat as a channel, I see the chat icon, and I also see the customer
name because this is [inaudible] automatically
able to identify a unique record in the
system for the name and contact number information which
was provided by the customer. I have two options here. Either I can accept the chat
or I can reject the chat. Let me go ahead and accept the chat. Now, once I accept
the chat, as you can see, the conversation
control gets launched, a chat bubble gets
appeared here for me. One of the first and foremost thing that as an agent I would do is, I would like to greet the customer. In order to improve
the productivity of the agent, I can go ahead and use the predefined quick replies which are again,
completely configurable. In order to launch a quick replies, either I can go ahead
and use a shortcut /q or I can click on
this particular action which is available at the bottom. Now, when it takes the shortcut /q, I can start typing in. It will do a client-side
filtering for me. As you can see, the second message, we also support
templatized quick replies, wherein the first name agent will
be replaced by my name here. Now, when I send this message
to the customer, customer receives the message
and he can respond back. Now, this is how a basic text message exchange can happen between
an agent and a customer. The next important thing that
as an agent I would do is that, I would like to know
as much information as possible about the customer,
about his issues, and what all aspects which are available in the system so that
I know as much information about the customer before starting or before dealing with this particular issue
of the customer. Now, with one click, I can launch the entire
Conversation 360. As you can see, since the system was able to
uniquely identify the record, the customer profile information
is pre-populated. This is nothing but
a new form that we have specially developed for
Omni-channel Engagement Hub, but it is built on top of
all the core capabilities of CRM. So this form is
completely customizable. All these cards are built on
top of the UCI framework. So if you want to show
any additional details apart from what is available
right now out of the box, you can go ahead and customize it. So for now, I have shown the
details like what’s his name, which city does it belong to, what is his membership status, and what is his preferred mode
of communication. Along with that, the next piece
of information which is available as part of Conversation
360 is the Conversation Summary. Now, here, the entire details
which have been given by the customer in the pre-chat
survey is available to the agent so that the agent doesn’t have to repeat
the same questions again. Now, looking at the message here, I know that the customer wants
to return her Surface Pro. I can proactively tell that, “I understand, you would like
to return your Surface Pro. Let me help you with that.” I also see that he
has already created a service request in the system that he wants
to return Surface Pro, and this is not the first time
that he’s reaching out to us to return his Surface Pro. So I can take a quick look at
all the case details as well. Below the conversation,
summary pre-chat survey, you can also see
the conversation details. Here, I can see that
the engagement channel is like chat because the conversation was
initiated through the chat channel, waiting time is
1 minutes, 18 seconds. This is the amount of time
taken right from the moment the customer initiated the chat till the time I clicked on
the “Accept” button. You can also see that it got
routed to the Surface queue. Again, this is completely configurable
based on the routing rules. We have mapped the pre-chats
survey question with a queue. It also displays the start time. There are a lot of
additional visitor details which are available here. The next section of details
which are available as part of Conversation 360 is
the Open Service Request associated with the contact record, which quickly tells
me that he already has an existing case for Surface Pro. Since he also this
particular conversation is associated with the same
return Surface Pro request, in one click, I can quickly
search for the record and associate this conversation
with an existing case. Now, as I’m trying to look up for this particular new existing case, if this was not pertaining
to an existing case, if it was a new case, with one click, I can go ahead and create a new case in which in this particular scenario, it opens up a form, I can go
and create a new case too. In the industry of time, let me associate this regard
with an existing case. The moment I associate this particular record
with an existing case, you see that the timeline which was available in the third stream
provides me two options now. Earlier, it was showing me the entire customer journey for this particular contact
record of Tom Li, which was available in the system. But now, it also shows
me or gives me an option to switch between
the journey of the contact. This is the entire journey
of the contact. This will tell me as
an agent that, “Okay. He created a service request, and he already reached out to me in the past with so many
different conversations.” Or I can also flip this to see what has been this particular
service request journey as well. Now this is the Conversation 360. Now, after reviewing
the Conversation 360, the next tool that as an agent, which is very useful for me and I tried to use in the conversation,
is the KB search. KB search is an existing capability
in Customer Service Hub, and we have incorporated that KB search in Omni-channel
Engagement Hub as well. So all the investments that are going on in KB search will be
available to the agent here. I can go ahead and quickly search
for the relevant articles. If I find one particular article
to suit my ask here, I can go ahead and read that entire article right
within the pane here. If this particular article helps
me address customer’s problem, with one click, I can send the link of this article to the customer too. Now, in this particular scenario, what we saw was that the
details that were provided by the customer helped me automatically identified
the record in system. Let’s consider another variation
of this particular use case. Assume that I initiate. Let me go ahead and
initiate a new chat. In this second chat, let me not provide my complete details and show you how the agent experiences
would look like. So in this particular scenario, let me just go ahead and provide my first name and not
provide my full name. Again, initiate a request
in the Surface queue, and this time, I’m
looking for more deals. Now, when I initiate
this conversation, I will again get a chat notification. So in this particular scenario, when I got this chat notification, you can see that the system was not able to uniquely
identify that record. So let me go ahead and accept
the chats that I initiated. Here, I can go ahead and again
launch the Omni-channel search. Now, since in
this particular scenario, system couldn’t identify
the records uniquely, it gives me a search experience. Either I can go ahead, and based on the name provided in
the pre-chat survey here, I can go ahead and try to
look up for his record. If it matches, I can go ahead
and associate in one click here, and it refreshes the entire
Conversation 360 for me. But if in case I want to
do a comprehensive search, I want to use some extra
fields in the search, I can go ahead and launch Omni-channel search and provide
extra details like Charles, Li, so on and so forth. Here you can see in
the search criteria, I can search for account. Attributes, I can search
based on contact attributes. I can also search based on
the service request number. Now, when I go ahead and
launch the search experience, it’ll give me the results, and I can expand this particular
card to see additional details, and with exchange of few messages, I can go ahead and verify that this particular request is indeed
for this particular contact. Again, in one click, I can link this
particular conversation with this particular contact record. Now, when I link it, you can see that the entire
Conversation 360 again gets reloaded with this particular
context of this particular contact. Now, let’s go back here. This also provides me a good segue into
the next set of capabilities. More often than not,
what we have seen in the call center industry is that, when a customer reaches
out to an organization, he would try to ask as many questions as he has
within the same conversation. Now, a lot of times as an agent, I can answer those questions. But if I’m not
a subject matter expert, and if those questions are
pertaining to different queues, I may want to transfer it to some other agent or
to some other queue. Now, so for that, we have capabilities
like transfer and consult. When you click on the three ellipses, which are available
at the bottom here, you can see that I have two options. Either I can transfer to an agent who is available
in the same queue, who can help me out here, or I can transfer it to
other queues just in case if the question is not pertaining to this queue
but to some other queue. Another productivity tool
that we have is the Consult. Now, more often than not, what we have seen in
the call center industry is that the attrition rate
is pretty much high. A lot of times, agents are put on the floor with a very basic or least
amount of training. So there are supervisors who are like team managers and also they
act like subject matter experts. So when an agent gets stuck
with the conversation, and if he need some extra help, he can pull other agents
into the conversation. That’s where we have
this capability called Consult, which comes in really very handy, especially for the new agents or when the customer is
a real tough customer. So in this particular scenario
when I launch Consult, I can see all the agents who
are available in my queue, and you can also see
that we also display the presence and
the role of the agent, and this is a good segue for me
to also showcase the fact that Omni-channel Engagement Hub
capabilities are not only available on top of the browser-based
experience that we have, but it is also available on top of the Unified Service Desk
client that we have. So here, I have logged
in as another agent, and as you can see, this
is Unified Service Desk. Now, Ram is another agent, and right now, he is busy. All the dashboard capabilities
that were available to Alpana as an agent on browser are
available to Ram as well. In this particular scenario, Ram is already working on chat
with a visitor called Aaron. Now, Unified Service Desk provides a lot of inherent
automation capabilities, LOB app integration aspects. So with Omni-channel in
Unified Service Desk, customers will be able to take
advantage of all the rich, [inaudible] app
integration capabilities, UI Automation capabilities, and rich multi-session experiences right
within Unified Service Desk. So here, I’m already working
on a particular chat. Now, let me go ahead and
initiate a Consult request. Now, when I initiate
a Consult request here, you can see that there’s a system message saying that a consult has been
initiated with Ram, and since I’m logged in as Ram on Unified Service Desk
on my same machine, I see a toast notification
right on the top, and the toast notification not only tells me that there’s
an incoming chat, but it also tells me that it’s
an incoming Consult request. Again, it is pretty much
the similar experience. I have the amount of time for me to respond to this particular chat. The additional thing that you
have in Unified Service Desk is the rich notification experience where you not only see
the name of the customer, but there are
four additional attributes that are shown to the agent. Again, this is
completely configurable. Let me go ahead and accept
this particular consult request. Moment I accept the consult request, you can see that
Unified Service Desk starts working and it’ll launch
a new session for me, and in this session it loaded the conversation control with Tom Li’s conversation with the agent. Again, since I have been
added into the Consult mode, I don’t have to ask the agent about the conversation that
he has had with the customer. You can see that the entire
transcript of messages that have been exchanged in the past between the agent and the customer
are available to me. I can go ahead and
read the transcript. The entire context that was updated by the agent and by the system
is again available to me, it automatically gets launched, which is an added bonus, which you have with
Unified Service Desk. One more thing that I
want to call out here is the fact that with Consult, you have an extra capability of public messages and
internal messages. When an agent is added
into the Consult mode, by default, he gets added into
the internal message mode. All the messages which
have been exchanged as internal messages are
remained within the agents. They are not shared
with the customer. But if the agent switches
the mode from internal to public, any public message sent
by the agent will be available to both the agent
and as well as the customer. Now, using internal message feature, one of the biggest advantages
that the organization can achieve is that the supervisors
can coach their team, their agents on the fly right in
the context of the conversation. So this tool comes fairly
handy for coaching, for escalation scenarios, to drive your team towards
your KPI adherence. All right. So those are
the live chat capabilities that have been released as part of
Omni-channel Engagement Hub. So far we saw two personas. The first one is
your customer persona, and the second one is
your agent persona. We saw how a customer can be
presented with a pre-chat survey, and how those pre-chat surveys
can be configurable, how we can do basic message
exchange with an agent. On the agent front, we saw two key capabilities. First one is the Omni-channel
Engagement Hub experiences on the browser, and second one is on
Unified Service Desk. We also saw a lot of
productivity tools, which are coming up as part of
Omni-channel Engagement Hub, starting from
the rich Conversation 360, which provides the entire context to productivity tools
like Quick Replies, KB Search, Omni-channel Search, as well as, Transfer and
Consult capabilities. Now, this is a good segue to
showcase you the third persona, which we have in the system
which is the supervisor persona. With supervisor, we have
real-time dashboards, which has been built for
Omni-channel Engagement Hub, and these are both CRM dashboards and as well as Power BI dashboards. So what I’m going to show you right now is the conversations dashboard. Again, this is
a new dashboard built for Omni-channel Engagement Hub which can work for both the new
channels that have been introduced like live
chat and as well as on any serious entity or a case channel that you have configured as part of
Omni-channel Engagement Hub. Now, this one, you
can see that I have, I can see an entire list of incoming work items available in my organization as
one whole list here. With this, I also have
the capability to filter by queues and save those filters too. This dashboard provides
me a quick view of how the workload looks like and what
is the influx of the work items. I can also see which queue
these work items are lying in and who is the agent whose working on this particular
work items right now. This is a Conversations dashboard. We also have lot of
Power BI dashboards. As a supervisor, one of
my key responsibility is to ensure that the KPIs of
the organization are met, so we have two new dashboards
introduced as Power BI dashboards. These are again real-time. We have Live Monitoring dashboard, and we have Intraday
Monitoring dashboard. So these dashboards provide
out-of-the-box industry standard KPIs. However, organizations can go
ahead and configure them and modify them to suit
their specific asks as well, and these are of not only the KPIs, but they also show you the spread of the work items across
different queues, across different work streams, across different states,
so on and so forth. All right. That concludes the demo
of Omni-channel Engagement Hub. I hope you all liked it. If you’d like to know more
about what is getting released, please do visit the website
of Customer Service Hub. As well as we also have
public release notes, please do visit them too. If you’d like to participate
in the preview program, please do sign up on inside
the portal. Thank you so much. [MUSIC]

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