>> She's going to be
walking us through
some routing enhancements
for creating a rule in
the Customer Service Hub for
automatically routing cases,
as well as the service
level agreement
updates for configuring
SLAs and the CSH.
She will also be touching
on some updates to
the admin settings in
the Customer Service
schedule for setting hours.
Deepa, welcome.
>> Hey, hi Leslie.
Thanks for the introduction.
I'm Deepa Patel, Product Manager
in Co-customer Service Team.
Mainly working to build
routing rule and service
level agreement experiences
on Unified Interface.
Let's go through case routing first.
Like we all know,
case routing helps trigger
automatic or manual routing of
cases to the right support resources,
like users, teams or queues.
In this release, we provide
all these experiences on
the Unified Interface.
This enables easy configuration of
routing rules and brings feature
parity with Legacy Web Client.
On the Service Level Agreements,
Service Level Agreements are
the contracts between
organizations and
their customers to define what
are the key performance
indicators to be met,
and it will break for
all the contracts,
for which their customers
are entitled for.
In this real SLAs we are bringing
few enhancements on
Service Level Agreements,
and Service Level Agreements are
now built on Unified Interface,
there are two major
announcements on SLAs.
First is, all the actions for
warning failure and success can
be configured on Power Automate.
Having said this, one can go and
configure any actions which is
available out of Power Automate.
Second is now SLAs supports
parallel or multiple SLA KPIs.
This means today with the
existing legacy SLAs,
whenever on a case,
SLAKPI can be defined only
on one trigger point,
that is on creation of a case or
modification or any date-time field.
But with the new SLAs,
we have a capability to define
different KPIs at different
triggered points.
Simple example can be a
first response by SLA would
start triggering or
when cases created,
but an escalated by KPI can be
configured and triggered
when a case is escalated.
It is a complete Web Client Parity.
Having said this, let's
quickly jump into demo.
To configure routing rules or
Service Level Agreements one has to
navigate to Service Management.
We'll first go through routing rules,
I click on "Routing Rule Sets",
I'll open up an existing
routing rule, empty.
Sorry, I'll just go ahead and
create another Routing Rule Set.
Let's say I'm creating a routing
rule for high priority cases.
We can go ahead and
create a new Rule Item.
High priority cases with
subject information,
so I can define accordingly
the criteria for routing rule,
we'll have it on Subject.
I'll just pick up
"Default" because we
don't have information
as of now, configured.
I'll go and pick up "Priority",
because we want this routing
rule for high priority cases,
and then we'll quickly go
and route this case to
a specific queue, "Save & Close".
This is how I create a routing rule,
and this is how we create
a Routing Rule Set.
One can go ahead and activate
Routing Rule Set if required.
Quickly moving to Service
Level Agreements demo.
To configure Service
Level Agreements,
one has to first go
and configure SLAKPIs.
We have few SLAKPIs configured here.
I'll quickly walk you through
what does it mean when we say
SLAKPIs or multiple
SLAKPIs being supported.
If you see here, like First
Response By and Resolve By
KPI is applicable from is created on,
however for Escalated By
it is escalated on and
Approved By is approval request on.
What does this mean is when
a case is created ideally,
First Response By and Resolve By
KPIs would be triggered on case
is an Escalation By KPI would be
triggered and on case approval,
let's say case has to go through
approval cycle because of
some business requirements,
approval KPI would be triggered.
Having said this, First
Response By and Result
By other default KPIs which would
be available with solution,
Escalated By an Approve By are
something which I configure
for this demo purpose.
Now, let's quickly go and see how we
can go ahead and configure an KPI.
I'll go and add SLAKPI,
Escalated By,
I can go and select this is
on which entity, Case Entity.
This is the field by which this
KPI would be shown up on case.
If this field is not picked up,
that means this KPI cannot
be triggered on case,
Escalated By, Applicable From
because it is escalated.
I'll pick "Escalated On".
However, you see there are other
list of attributes shown here.
These are all the date-time
fields available on Case Entity.
These are specified
on which or what time
I want to trigger it at
this specific SLA-KPI.
I'll pick SLA Escalated On as of now.
I'll go and save it.
Now, our SLA KPI is created,
I have to go ahead and activate it.
For this demo purpose, I'm not
activating it because we already have
one escalated by SLA KPI configured.
Now, moving onto SLA,
how can I configure SLAs?
To configure SLAs, I'll just
open up one of the existing SLA.
So ideally when I had
to create a new SLA,
I can give a name of an SLA,
maybe I'm just picking up a
random name, Contoso cases SLA.
Be on which entity we want
this SLA, let's say case,
and when I click on
"Save," this allows
me to add multiple SLA items.
I can go ahead and click on "New."
Here, I can go and
configure SLA items.
Let's say I want to configure
it for first response
by high priority cases.
I'll go and pick KPI,
the list of KPIs,
whichever are configured
under SLA KPIs.
I will go ahead and pick
"First Response By."
If you have apps load in legacy SLAs,
Allow Pause and Resume,
and Business Hours are
part of parent SLA.
The restriction with that was
that the configuration
done for Allow Pause and
Resume and Business Hours would be
added by all the SLA
items configured.
Now, with the new SLAs
in Unified Interface,
what we have done is "Allow
Pause and Resume" and
"Business Hours" are
brought on SLA items.
What does this mean?
Let's say you have a high priority
cases or some critical cases,
but agents cannot do
allow pause and resume.
It should not be added
to business hours,
but it should be taken care
of by agents who works 24/7.
Having said that, you
can define SLA item for
all those critical cases
where Allow Pause and Resume
can be and Business
Hours can be 24/7,
or don't mention any business hour.
However, there are few low-priority
cases where customers can
wait on next opening of a business,
so you can go ahead and configure
9-5 or 8-5 business hours.
That's funny. So having said this,
now a single SLA can have
SLA items with different
business hours
and pause and resume configuration.
Let me go ahead and pick case
priority is equal to high,
and because it is First Response By,
our success criteria would be first
response sent is equal to yes.
I can pick warning and failure,
or I leave it default as of now.
So I'll go ahead and
save this SLA item.
Now, second step to this
is configuring actions.
So let me click on "Configuration."
Click on "Configure action."
Navigate one to Power
Automate canvas.
So you'll see, there are two
steps already configured.
This comes with SLA configuration.
To configure as warning,
failure and success actions,
go and expand which case.
Here, you'll see three branches.
The first branch is
Nearing Non Compliance.
This is for warning action,
that is, Is Succeeded,
and last one Is Non-compliant.
So this is very
specifically for failure,
and this branch is for succeed.
Quickly, let me go ahead and show
you what we have already configured.
So I'm just opening
up the existing SLA.
So if you see under Nearing
Non-compliance or for warning action,
I have configured two steps.
One is to get the record.
This is to retrieve all case on
which these SLA is configured,
and second one is to send e-mail.
So ideally, four-step helps
to get the context of a case,
like case number and
case data which can
be inserted within an e-mail body.
This is how one can go
ahead and send an e-mail.
If one wants to perform
some more actions like
sending a message on
Teams or any further,
whatever is available or
whatever is possible on
Power Automate canvas
can be configured
here as an action to this SLA.
So this gives an immense capability
on SLAs to the customers,
and customers can go ahead and
configure any actions
out of Power Automate.
Having saved this, and
a quick update to what we have
on customer service schedule is,
let me open up a customer
service schedule.
This was released before the year,
but we did a small update here.
Earlier, this was a text box
where one had to manually go
and enter the date and timings.
But today, it is a picklist,
one can go ahead and pick a time,
or if required, can go ahead and
edit it as per the requirements.
You can go and save it,
and this would see
if this work hours.
Like one all know,
these work hours are used
in SLAs to configure
business hours as per
business requirements.
Having said this, now we are ready.
We have a routing rule configured
and then we have a service
level agreement configured.
I'll quickly show you
the agent experience.
When a case is created,
how these routing rules would help
agents to get that case
routed to a specific queue,
and how SLAs would be triggered.
So I'll move to SLA cases
and I'll create a case.
Let's see, agent received a call
where customer name is Allison.
She was complaining about our
mobile speaker not working.
So agent captured the information
problem with mobile speaker.
Customer Allison.
To demo the routing,
I'll go and click on
"Save and Route."
This would route the specific
case to configure queue.
Okay. Now, let me go to "Queues" and
see if this case really routed.
So we see here, this case is
routed to as mentioned queue,
and I can see more queue
item details here.
We see there are two
SLAs being triggered.
SLA KPI's First response
in and Resolve in.
Having said this, because First
response in and Resolve in was,
KPI's were defined to be
triggered on case creation.
We see those two KPIs
has been triggered.
Now, let's take an example of
third KPI where Approve By KPI.
Let's see the agent Lisa.
Let me go and see what is
the problem with this case.
She did some investigation,
and she realized this handset,
what Lisa needs is a replacement.
This case has to go
through approval cycle,
and she starts an approval request.
Click on "Save."
Now, if you had observe,
like we have another KPI being
triggered which is Approve By.
Having said this, like to whosoever,
this approve request
has been redirected.
He has to approve this
request within 60 minutes.
This is how the SLI
KPI is being tracked.
So this is a quick demo on how
SLI KPIs and routing rules can be
configured via Unified Interface.
Please provide your feedback
down in the comments,
and do let us know if
this video was helpful.
Provide any feedback or
any suggestions on it,
and do let us know if
you need a deep dive of
these videos. Thank you.
>> Thank you, Deepa. I appreciate it.
As Deepa mentioned,
please feel free to
comment below with any questions.
We really encourage you to provide
feedback to let us know if
we're on the right track here,
and as mentioned, if we need to
do a deeper dive on any area,
that would be helpful.
We'll be back again
with more details as we
go into the October
release. Thank you, Deepa.
>> Thank you, Leslie.
