>> I am here with Jessie
Wang and she is going to
walk us through the IoT
integration with customer service.
Jessie, welcome.
>> Hey, I'm Jessie Wang.
I'm in CCA team and
Customer Service PM,
managing the connected
to customer service,
which I am going to demo you
the user scenario today.
This is a new solution we will
be embed into our
customer service hub.
This will allow our customer
who has the IoT device to give
a full support on the device cycle.
There are two new security role
added into the customer
service solution,
which is the IoT Endpoint
User and IoT Admin.
As you can see, IoT
admin is basically
the admin who can
convict the IoT device,
so I will show you very quickly.
Also, IoT endpoint user is mainly
the IoT support user who can manage
the device command and
the property as well.
Let's start from the
IoT admin role first.
If I'm admin role,
I should be able to go to
the Service Management
[inaudible] and there will be
one section called out for IoT.
Over there, you can
configure multiple stuff.
First of all, it's the IoT Data
Pull from the IoT provider.
Our IoT provider currently
can support IoT Central,
IoT hub, and any other
third-party IoT provider.
You can schedule these data
pull how frequently you want,
once a week, once a day,
or once a quarter,
depends your customer needs.
Second thing is on
the device category,
really depends the
business you are in.
I put three sample device category
in my testing environment.
One is a refrigerator,
one is a thermostat,
one is vending machine.
If you have other device category,
you can add over there.
After the device category setup,
you can define the device
property definition.
For example, I put the
humidity and temperature as
property definition
and that can be linked
to the device category I just set up.
The last thing you can set up
is the command a definition.
Command definition basically help
the support user to send
the command to the device.
Let's take a look at the command I
set up in my testing environment.
You can see this command can be
used by these three category.
What value we are going
to send is a 2kpi matrix.
One is humidity, one is temperature.
Those are the admin role to set
up the IoT related information.
Let's jump to the
Regular Support user,
how they can use
the connected customer service
solution to supported IoT device.
In our world, we have
two support scenario we can
support
One is a reactive scenario,
which means an end-customer
calls into the agent
and complain about the issue
they have with their advice,
and the agent can
start looking at the issue
and do some troubleshooting.
Second scenario we are going to
use is the proactive scenario.
Admin should be able to set up
some Rule like Microsoft Flow,
for example, if there are some
threshold on device, for example,
the refrigerator temperature is
over 100 degrees for two hours,
and they need to auto-convert
the IoT alert into a case
and assign to the agent.
When agent log in to Dynamics
Customer Service Hub,
they can pick up the case and
troubleshooting right away.
Those are the two scenarios
that we are supporting.
Let's start the reactive
scenario first,
then jump into the
proactive scenario.
Reactive scenario usually comes
into the account verification first.
Jessie Wang calls Jane Smith.
Jane Smith is a CSR agent and
Jessie Wang is the
end-customer, C2 customer.
Jessie called Jane saying,
"I have a problem with my
device. Can you help me?"
"Sure. What's your account?"
They do some authentication
authorization on the phone.
Then Jane Smith can open Jessie's
account and look into the tab,
the device tab, and know Jessie
has six device registered her.
We have a view over here to show
the potential issue with
each device. Look at here.
If there is any active or
in-progress alert
associated with one device,
we will show over here.
Also, we will show what's the
latest active alert timestamp.
Based on those indication,
Jane already knows there is
some potential issue
with multiple device.
Jane can talk to Jessie and say,
"Are you talking about
device refrigerator1,
thermostat1, and vending machine1?"
Yes. Confirmed from the phone?"
Then Jane can create a
case from this quick form.
Let's do this.
three devices, issue.
Today is 3/26/2020.
This case origination is from
phone and I'm going to save.
This case was created
and you can see,
on this case, you have a device tab.
You should be able to see
those three devices
associate with the case.
Let's look at the device reading.
Device reading is a real-time
device KPI reading.
For example, over here,
you can see the last hour,
the temperature of refrigerator1
is at 81 degree all the way.
If you look at thermostat1,
yeah, it's the same.
It's over 70 degrees and 93 degrees,
and humidity is at 72.
You basically can check
each device's real-time
device reading from here.
Then of course, you can
change the data range
times range and to see
what you want to check.
I have a problem with this.
Let's take this vending
machine as an example.
I know this temperature
is too high, 90 degrees.
I need to reset at a temperature to,
let's say 30 degrees. Let's do this.
Since I have a three devices,
it will not pre-populate the device.
You need to pick which
device are you looking for.
Vending machine1.
This is a preset,
the command I just showed you here.
I'm going to change
the temperature to 30,
and I'm going to change
the humidity to 30,
and I'm going to send command.
It will take about 30 seconds.
I need to refresh.
I need to refresh this screen.
This is my Vending Machine Simulator.
See, this value, temperature,
and humidity has been changed to 30,
and you can see temperature
has been dropped here.
So let's go back to our case
and refresh this vending
machine device reading.
Before we do that,
I want to show you
our timeline first.
So this is the new feature we
added into this release as well.
So any IoT related to transaction,
post is auto-pasted here.
So you can see we posted
a comment over here
and we know which device
you have reset by who.
This is a by Jessie's account.
So let's go back to
the Device Reading.
Let's recheck the VendingMachine-001.
See, this temperature is dropped
from 90 degree to 30 degree.
Assume I have restarted all
those three devices issue,
so I can close the case.
I'm going to also refresh
one thing and show
you the feature how you
see the case history.
So you can see this,
there are two icons here,
one is dark green,
one is light green.
Dark green is showing when the case
was created and the light green,
when the case is resolved.
So you can see when you click that,
it will pop up the
dialogue and you can
click the overall
history of this case,
and if you want to see the
last 30 days of this device,
you should be able to see
multiple case history
associated with this device.
Based on that, an agent can
tell if this device
is a faulty device.
Actually, faulty devices are not
run maybe on other request stage.
So this is the service history icon,
should be able to give the
agent a clear view of the
state of that device.
So we finished the reactive scenario,
let's jump into proactive scenario.
Proactive scenario, currently I
set up this environment
where the rule
is that when the device is over
100 degrees for five minutes,
and I will automatically
change the IoT alert
into a case and assign
to the IoT agent queue.
I'm still Jane Smith,
and I am part of the IoT aging queue.
The first thing in the morning,
I can go to my queue and look
at all the cases in my queue.
You can see there is
a auto like a prefix.
automatically converted from
one alert. Let's take a look.
Let's just randomly pick one
here and we can do the similar thing.
I just show you the device reading
and you can check what's
going on with that device,
you can see the device is 107 degree.
So that's why the case
was auto-created.
At this time, you don't have a drop
down menu here because you only
have one device which associate
with the case, which is one here.
I'm going to reset
the temperature here.
It is time the device is
pre-populated because it's a one
case to one device relationship.
I will continue to use this
pre-configured IoT command.
This time I will change to
21 degree and 21 degree.
I'm going to send this command over.
Then if you go back to
the case and you can
refresh the timeline here,
so this is the command I just sent.
IoT command was sent at 10:41,
which is a one minute ago.
Let's take a look at this device.
So I need go back to this device
and to refresh the Simulator.
Waiting for the signal to be sent.
See, this temperature dropped to
21 degree and humility
dropped 21 as well.
So you can see the
dashboard over here.
Let's go back to the case and
go look at the Device Reading.
See, everything has been expected.
So then we can resolve
the case over here.
That's the second proactive scenario
for this our connected
customer service.
Thank you.
If you have any question,
welcome to reach out to me.
I'm Jessie Wang and Customer
Service PM. Thank you.
>> Thank you Jessie.
Yes, like Jessie said,
please make any comments in
the area below this video.
If this provides you
with the details,
please let us know.
If you would like a
further deeper dive,
we'd be interested in getting
your feedback on that,
and I appreciate your support.
Thank you so much.
