Most of you now know multi-session experience in Dynamics 365 Omnichannel for Customer service comes with Live chat, Social channels and SMS as channels, Omnichannel also comes with some of the great features to improve agents productivity with Smart Assist, Agent Script and Macros. Now, with the introduction of the Customer Service workspace, you will get the same multisession experience without omnichannel for customer service add on.
As of now multisession experience is not available for Customer Service Hub app you need to open Customer Service workspace to get multisession experience for cases. Click here for licensing information.
2020 Wave 2 release notes bring many great features for Omnichannel, to improve agents’ productivity and experience. In this blog, I will be explaining TOP 10 new additions to Omnichannel for Customer Service (some features are in Preview). Some of the great additions are Post-conversation survey, Alert on Sentiment, Real-time translations and many more. If you are new to Omnichannel for Customer Service to learn more.
Open Omnichannel for Customer Service App, Click on + to add…
Recently, Microsoft announced its 2020 release wave 2 plan for the upcoming features in Dynamics 365 that will begin releasing from October 2020 through March 2021. Forms Pro is now rebranded as Dynamics 365 Customer Voice, and has more and better features. If you are an existing customer of Forms Pro, don’t worry, for all your Forms Pro surveys will be available as Projects in Customer Voice. For the transition process from Forms Pro to Customer Voice, click here. In this release, Microsoft added a ton of new features in Omnichannel for Customer Service. Click here to view.
In servicing customers, agents often have to make many clicks to perform simple tasks (open a form, fill out the form, save the form, and so on) and perform many repetitive and monotonous actions (greet a customer, verify a customer, send an email, take notes, and so on). These clicks and repetitive tasks can lead to human errors while agents copy and paste data. Macros in Omnichannel for Customer Service is designed to address these challenges by helping users accomplish day-to-day operations in a faster, more efficient, and process-compliant manner.
What is Macros? Nothing but a set of sequential actions…
As part of a series of blogs on Omnichannel for Customer Service, I will explain the process and best practices to follow when creating Script, Macros or Smart Assists. The productivity pane in Omnichannel for Customer Service enables you to display the Agent Guidance control. You can configure Agent Script and Smart Assist to show agents how to initiate a chat.
Let’s create a Script for agents:
Sales teams in your organization must focus on high-velocity selling. The sellers who are part of these sales teams spend valuable time identifying the best customer in their customer list, navigating across multiple sources to identify whom they need to engage with, when, and how.
To overcome this challenge, Sales Accelerator in Microsoft Dynamics 365 provides a tailored experience for sellers by minimizing the time they spend on their search for the best next customer to reach out to. It gathers information from multiple sources and lets sellers focus on the best approach for their customers.
Sales Accelerator is in…
In a series of blogs, I’ve been analyzing Omnichannel for Customer Service (Click here to access a list of the blogs). Now I’d like to look deeper into its Chat feature.
Omnichannel provides various states of a conversation, and, based on the state, it’s easy to manage various incoming conversations simultaneously. Omnichannel works on the Work distribution model: It will assign a chat to an agent, based on Agent Status and capacity.
Omnichannel for Customer Service uses an enterprise-grade routing and work distribution engine that allows users to configure agent presence, availability, and routing rules, thus ensuring agents are working on the most relevant engagements.
It is based on:
Workstream, a collection of routing and work distribution settings.
Routing settings which define how conversations should be routed to queues.
Work distribution settings which define how conversations should be allocated to agents within a queue.
Let’s look at how a chat is allocated to an agent:
Omnichannel for Customer Service provides users with the option to link a conversation to a Customer (Account or Contact) or to a Case. Based on my first implementation of Omnichannel, I’d like to share a few thoughts on linking a conversation.
Let’s start by linking a conversation to a Contact and a Case in Dynamics 365:
2. If a customer is found based on a Pre-chat survey, the Customer Summary form will be populated with the correct Account or Contact.
I just finished my first Omnichannel for Customer Service implementation project. I’d like to share my observations about this Dynamics 365 product in a series of blogs.
You can serve a customer better if you can capture and find the right information for your customer. Let’s say you auto-pick a customer for an agent based on their name or email ID. To automatically identify and load customer and case details of an incoming conversation, Omnichannel uses pre-chat survey/questions in the Chat widgets. …
Microsoft Dynamics 365 CRM Consultant at Hitachi Solutions. Science and Technology enthusiast, Follow me on twitter or LinkedIn for latest Tech blogs.