>> Within a customer
service organization,
you have agents who specialize in
different levels of case complexity,
otherwise known as tiers.
How do you ensure
your company matches
the correct tier expert with
customer case for optimum service?
Learn how to ensure
every customer receives
the personalized level
of support they expect,
using the omnichannel
capabilities within
Microsoft Dynamics
365 Customer Service.
Working in the omnichannel
for customer service app,
Alex receives a new chat conversation
request from a customer.
He then receives two additional
new conversation requests
that have been classified
at a tier 2 complexity.
As the requests come in,
they're added under a new tab to
the left-hand side of
the agent dashboard.
The number of conversations and
cases and agent managers at
one time is customizable to
meet individual agent capacity.
By pre-configuring
skill-based routing,
cases meeting specific conditions,
such as complexity,
can be automatically
routed to the agent best-fit
to handle their request.
Using multi-session
capabilities, Alex can maximize
his bandwidth to simultaneously
support multiple customers.
Conscious of their expectations,
he helps each customer feel that
they are independently valued.
A 360 degree view of each
customer's journey within
the timeline and interactions summary
widgets embedded in
the agents dashboard,
enables Alex to
anticipate their needs,
and personalize every interaction
with visibility into the
full customer journey.
He's equipped to guide a customer to
the next best action based on
previous steps taken by other agents,
or to transfer to a different agent
or across a different channel
while ensuring the customer is
receiving a single
unified experience.
With the right tools like
skill-based routing,
multi-session engagement,
and 360 degree views of
the customer journey,
agents are empowered to
help more customers while
ensuring each receives
completely personalized service.
Empower your agents today
with engagement tools in
Dynamics 365 Customer Service that
deliver uniquely great
experiences for every customer.
