[MUSIC]
Erick Weitkamp: Hello, everyone. Today, I want to give you
an overview of the features that are
now available for early release in the 2020 release wave 1 for
Dynamics 365 Customer Service.
These include auto case creation in Customer Service Hub based
on keywords in an email or data changes in IoT enabled devices;
setting routing and SLA rules so that cases go to the right
service agent with the right priority;
timeline and knowledge article search, so your agents have
the information that they need when they need it;
a rich text email editor with templates
that simplify communicating with customers; and finally,
customizable case resolution forms to enable tracking of custom
data attributes that support the KPIs that your business needs
to optimize customer service.
Let's see how this all works.
It starts with your customers automatically triggering a case
creation from a list of rules that you create, so your agents
can focus on handling cases not on entering data.
In this example, the trigger is an email with the word support
in the subject line.
You can then use Power Automate to further refine or extend
your automatic case creation conditions.
And there are a lot of options available to you.
With the internet of things, you can also set customer service
to start cases based on data from IoT enabled devices.
To set this up, you select your device,
create a new IoT alert,
select the Power Automate template and then create a workflow
to start a case whenever the data goes out
of a range that you set.
And once the case is created, you can use Power Automate to
route these cases to the right queue, user, or team as quickly
as possible.
Or you can set up automated responses to that device to
proactively resolve these issues without
needing an agent at all.
This ensures that your customers get service quickly and
without having to transfer between agents or sometimes even
talking to an agent at all.
And while you're at it, you can set SLAs for cases based on a
number of conditions.
To do this, you set when the SLA is applicable, the conditions
of success for meeting the SLA, the warning and failure time
limits, and then configure the action details in Power
Automate.
Once the case is started, your agents can use the Tier 1
dashboard to see their active and resolved cases,
emails, and activities.
They can then dive into their queues, in this case, items
available to work on.
And new with this release, they can also see the list of all
the available items from the case page without having to switch
between screens.
Once your agents are working on the case, there are a couple
of new features in the timeline that make it easier to help
customers more quickly.
Rich text notes let your agents record clear notes on the case
that are easy for other agents to scan and read later.
Keyword search in the timeline allows your agents to quickly
search the customer's history to find patterns.
And from the same page, your agents can more easily view and
scan knowledge articles.
They can also search knowledge articles from
outside the case form.
And once they are ready, your agents can compose emails inside
customer service in a pop up, non-blocking window, so they
don't lose context.
And they can use an author, email templates using a complete
rich text experience with images and formatted content from
Office documents, such as Word and Excel.
Once the case is resolved, your agents can now wrap up with a
customized case resolution form with the data that meets your
organization's needs to drive trend reports and service
analytics for service optimization.
Here, you can add fields, such as resolution type in the form
and create client side business validations to verify that the
correct information is being captured.
To recap the features now available for early release in the
Dynamics 365 Customer Service 2020 release wave 1, you now have
auto case creation in Customer Service Hub based on things like
keywords in emails or data changes in IoT enabled devices;
setting routing and SLA rules so that cases go to the right
service agent with the right priority;
timeline and knowledge article search, so your agents
have the information that they need when they need it;
a full function email editor from
inside Customer Service with templates that simplify
communicating with customers;
and, finally, a customizable case resolution form,
so you can track the data and KPIs that you
need as cases are resolved.
[MUSIC] For more information, use these specific links or go
to the release overview guide.
