Building a Smart Customer Service Desk in Microsoft Dynamics 365 with Artificial Intelligence
Editor's Note: Stefano Tempesta will be exploring the topics of smart service and AI in a webcast on Tuesday, March 20.
Microsoft Dynamics 365 for Customer Service offers a rich toolset of applications for managing the diverse business processes that emerge in help desk centers across a variety of industries.
At the foundation of the Dynamics 365 Customer Service experience are three tools, each with different target and purpose:
- Customer Service
- Customer Service Hub
- Unified Service Desk
The key entities at the core of the Customer Service workflows are Cases, Queues, and Knowledge Articles. Workflows initiated from these entities also impact other entities, commonly refered to as collateral: Articles, Contracts, Products, and Services. Customer Service helps organization keep track of performance of their agents by setting specific key performance indicators (KPIs) using the Goal and Goal Metric entities.
Customer Service Hub
Customer Service Hub is a web application targeted at customer service agents for quick access to cases, activities, and articles. Its interface is centered around proper dashboards that provide access to Tier 1 and Tier 2 cases, categorized by status, priority, product, incident type, etc.
From these dashboards, agents can see cases assigned to them, and all relevant activities: Email, Task, Appointment, Phone Call, Social Activity.
The Knowledge Dashboard is the agent's table of content for knowledge articles, also classified by subject, owner, status and other types ...
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