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Dynamics 365 for Customer Service: Creating Next-Gen Agent Experiences and Channel Integrations

Dynamics 365 for Customer Service: Creating Next-Gen Agent Experiences and Channel Integrations. Kumar Ashutosh Senior Product Manager, D365. BRK3110. Agenda. Customer Service – Retail Bank. Transform Customer Service With Unified Service Desk.

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Dynamics 365 for Customer Service: Creating Next-Gen Agent Experiences and Channel Integrations

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  1. Dynamics 365 for Customer Service: Creating Next-Gen Agent Experiences and Channel Integrations Kumar Ashutosh Senior Product Manager, D365 BRK3110

  2. Agenda

  3. Customer Service – Retail Bank

  4. Transform Customer Service With Unified Service Desk

  5. Demo: Transform Agent Experiences using Unified Service Desk Kumar Ashutosh

  6. Contextual Sessions and application tabs Line of Business Desktop application Value Propositions Integrated Agent Desktop Single unified interface for accessing all the tasks & applications required to complete customer interaction processes Session Management Handle multiple customer sessions and preserve contextual information Agent Guidance Guide agents with next best action, automate line of business workflows, achieve workflow compliance Centralized Management Centrally manage, configure, and authorize from Microsoft Dynamics CRM Omnichannel Integrate with chat, phone, email, social or any channel. Intelligent Systems Can be integrated with Bots, Sentiment Analysis, NLP, intelligent searches, ML

  7. Highlight from Latest Releases

  8. What’s new in Version 4.0 Unified Interface in USD Access Unified Interface pages in Unified Service Desk (GA) Admin Experiences on Unified Interface (Preview) Accessible and modern administrative experiences for Unified Service Desk configurations through a Unified Interface app. Web Client- Unified Interface Migration Assistant Tool to facilitate migration of web client pages in existing USD configurations to corresponding Unified Interface Configurations. Prevent Accidental Closure Warn users when they accidentally close USD application Stacked Notifications (Preview) Show multiple stacked notifications for multiple incoming conversations.

  9. What’s Next Edge in Unified Service Desk Increased productivity and reliability with the integration of Edge in USD Admin Experiences on Unified Interface (GA) Accessible and modern administrative experiences for Unified Service Desk configurations through a Unified Interface app. Performance Analyzer Tool Benchmark performance of your solution in your environment and identify bottlenecks. *Out of band release

  10. Best Practices for Unified Service Desk Deployment and Upgrade

  11. Dynamics 365 Channel Integration Framework

  12. Customer Service Hub Customer Service Hub Email Support Interactive Dashboards Actionable insights across queues and viewsPowerful visual filters to manage large data Case Management Business process flow guide agents, ensuring data consistency Timeline provides a unified view for customer interactions Reference Panel Open records as tabs. Never lose case context View case related records. Perform automated KB search Highly configurable to include custom entities Knowledge Management Rich text KB editor with inline image support Author, Version, Publish and Translate articles with guided flow Preview for mobile and desktop viewing Manage articles with interactive dashboards

  13. Businesses need to integrate D365 customer service with their communication channels. Dynamics 365 Channel Integration Framework Challenges : It provides a set of APIs (methods, events and protocols) that enables developers and partners to build immersive communication experiences such that third party communication widgets running on channel provider/partner cloud can interact with Dynamics 365. It also provides associated admin and agent experiences. Benefits :

  14. Demo: Dynamics 365 Channel Integration Framework Kumar Ashutosh

  15. Capability: Host your Communication Widget

  16. Capability: Single Sign On

  17. Capability: Search in CRM

  18. Capability: Perform CRM operations

  19. Capability: Click to Act

  20. What’s next in Channel Integration Framework V2

  21. Channel Integration Framework – Ecosystem(Public preview – coming soon) You?

  22. Recap -Dynamics 365 Channel Integration Framework • It provides a set of APIs (methods, events and protocols) that enables developers and partners to build immersive communication experiences such that third party communication widgets running on channel provider/partner cloud can interact with Dynamics 365. • It provides admin experiences to configure the communication widgets built above.

  23. Please evaluate this sessionYour feedback is important to us! Please evaluate this session through MyEvaluations on the mobile appor website. Download the app:https://aka.ms/ignite.mobileApp Go to the website: https://myignite.techcommunity.microsoft.com/evaluations

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