[MUSIC].
>> In times of uncertainty,
customers reach out in higher
volumes seeking guidance,
assistance, clarity, and reassurance.
No matter where your company's
service expertise resides,
Microsoft Dynamics 365 will
help you harness it quickly,
collaborate in new ways,
and respond to support-
related inquiries with "always-on"
service to improve customer
experiences from anywhere.
With its built-in intelligence,
Dynamics 365 Customer Service
enables your support
teams to always be
there for today's customers who want
self-service options
and instant answers.
Take for example, Mae,
a Contoso smartwatch customer who is
experiencing issues
with her smartwatch.
When Mae's smartwatch
won't sync with her phone,
she's able to log into her profile
on your company's
support portal for help.
A Virtual Agent greets
her, knows her history,
and proactively recommends a link to
the exact support article she needs.
Within moments Mae's issue
is resolved without having
to speak to a live agent and
her life is back in sync.
For Renee, a customer service
manager who loves turning
insight into action,
Dynamics 365 Customer
Service Insights is
her daily companion to
save time and costs.
Immediately upon logging in,
Renee is alerted to a spike
in the number of new cases
that are centered around warranty-
related smartwatch issues.
She can see at a glance that these
issues are negatively impacting
her team's customer
satisfaction scores and are
consuming the majority of
her support staff's time.
Drilling down, Renee sees
that all cases have
ticketed syncing errors as
the cause of the
warranty-related issues,
and she instantly knows what to do.
To take the load off her
live agents and free up
their time to address
more complex issues,
she trains a Virtual Agent to better
manage a broader range of
warranty-related topics.
Meanwhile, on the production floor,
smartwatch Production Manager, Penny,
learns about the syncing
issue through an IoT alert,
identifying that the syncing error is
the result of a failed chip
in the production device.
Through Dynamics 365
Field Service, Penny
can see that a field engineer,
Mary, has been dispatched
to repair the issue.
Realizing she needs help
fixing the issue at hand,
the field engineer uses
Dynamics 365 Remote Assist to
collaborate with an
off-site team member
who has the expertise required.
As a mixed reality application,
Remote Assist modernizes how
service technicians collaborate,
communicate, and connect
with remote team members.
In real time, they solve the issue,
fixing it together via audio,
video, and mixed-reality annotations.
When you leverage the
built-in intelligence,
automation, and mixed-reality
available within Dynamics 365,
service agents and technicians become
your company's trusted front line,
delivering "always-on"
service anytime, anywhere.
