Omni-channel engagement hub demo | Dynamics 365 for Customer Service

Omni-channel engagement hub demo | Dynamics 365 for Customer Service


>>So, in this demo, what
we’re trying to show is basically how customers coming
from different channels, probably from web chat, from creating a case and
also from phone call through partner integrations
can come to agent, that agent is exporting
and healthcare department, and how she can service all the three customers
from an unified interface. So, that’s the story that we have chosen
for the demo today. So here, what we see is the Contoso limited portal and then
there is a customer, John, who has a problem with
defective product delivery. So, John logs in
into the website, and basically, as
soon as he logs in, his name appears
here and then he can use “Ask an agent”
option to hear, to initiate the live chat
conversation. This will load up in a moment. What you can see here is a chat widget which is
completely teamable, you can brand it
the way you want, and there’s like a feature that is- can we take
the questions and then?>>Yeah. Okay.>>So, the question is
about healthcare solution, and then I have a case
here that I want to talk about and
then please, okay. Defective product delivered. So, the request gets submitted. So on the other side, I’ll show you what
the agent is able to see. So, this is the agent’s view of unified service desk which is branded as only
Channel Engagement Hub. Then we should see a
screen pop here anytime. So, the agent is available and the chat request
has come here, there’s a screen pop from John White who was the
logged in customer. He is associate director. His email ID is
[email protected], City is Bellevue,
State is Washington. There’s a running timer
which indicates the agent has to accept
it within 105 seconds, and then these attributes are important attributes
that organization wants the agents to look
at when the chats come in. These are completely configurable
based on whatever is the context data at that point of time we are
pursuing the context. This generic, it is not really tailor-made for
a specific scenario. So, as soon as
agent John accepts, sorry, agent name is Jennifer, Jennifer accepts
the chat from John. She’s able to see the whole conversation control
load up for her. There are two ways
that she can respond, she can reply or she can
do an internal message. So, immediately she
chooses to kind of send a kind message response
which is legible. So, if you see the messages, “Hi John White,” the name of the customer is already put in, “Welcome to our
Contoso support team. My name is Jennifer, and I
am here to assist you today. How can I help you today?” So, at the other side, we’ll see John get this message,
“Thank you Jennifer. I got a defective product.” Okay. So, this is how the message has come
on the other side. Here, we see that there is a rich overview control which is talking about
customer profile, which is showing the issue
snapshot which is, by the way, like the case number
that I typed in as a second answer that
is loaded up here. Also, basically there is an automated KB article search
which is your automation. So, I typed in “Defective
product delivered.” So, KB searches are automatically triggered for
that particular issue that the customer has. So here, the agent can see, yes, certainly, I will look into it. She can also go and read the KB suggestion that has
been popped up automatically, it opens up in the context
of that session. She can do a send link. So, the link is auto-populated
here in the control, and she can, Jennifer can
immediately send it to John. On the other side, John can click that “Open up” on the portal and then it
opens up in a new tab. So, there’s a simple experience
on the live chat that we have built and we
wanted to know- basically, Jennifer wants to know how she can solve
this problem better. So, she wants to consult with another agent
which is Smith White. So, she does a consult
here and then let’s see how the consult
experience works here. So, this is a scenario
where a team of agents can come together and help
solve issues for our customer. So, there is another, oops. Okay. Yes. So here, you see that Smith
is another agent, who is also working out
of unified service desk. He is getting incoming
consult request. Again, the timer is ticking, the screen pop is
a little different where he knows that there is not a regular chat
that is coming to him. It is basically a
consult requests. So, he goes out and he
has all the information about the customer as well and he goes and then
accepts the chat. So, here what you see, the cool thing about this is
that Smith can see actually all the past messages that were exchanged between the customer, John, and agent Jennifer, and then he can choose to respond here using internal messages or using- so that is a-
yes, sorry about that. It’s a screen resolution issue. Yeah. So, Smith can respond to that particular customer using internal messages or “Reply all”. So, when he sends
internal messages, that will only go to Jennifer. Yeah. So, internal messages
is selected by default. So thanks, I can look into it and then this message will go, I’m on it, these two messages
will be going to Jennifer, but this won’t be
visible to Smith White. Yeah. So here, the messages are, messages from Smith White
are visible to Jennifer, was the agent, and let’s see whether these are visible
to the customer or not. Yeah. So, ideally these messages will not be visible
to the customer, there is some resolution problem. I want to continue and
show other cool scenarios. So, there are two modes in
which you can send messages, internal message
and message to all. Now let’s see what happens with another customer,
she’s Abby Miller. So, I’m logging in into
Abby Miller through, oops, through Edge, that one was from Chrome,
now this is from Edge. Then she can also choose
to chat but this time, Abby Miller wants
gender preference, she chooses to create
a case and she once said, “I need to deliver medicines, oops, to order medicines.” Then this is also
from the same set of, same category of healthcare. So, on the portal
the case is created, and this case gets
created in the portal, the customer gets to see the entire set of all cases that were created
and track those cases. Now these cases will also get routed to the same set
of agents here. So, here the case, new incident has been
assigned to you. This is a different type
of notification here. So, there are different
ways that you can lose screen pops
up for the agent. So, we have chosen to show
a different one, this here, which essentially is
a synchronous work item which can be looked at later, at a later point of time, may not really be
looked at real time. So, if this particular agent
is working with like three live chat customers
and this also gets routed to her because of configuration on the backend, it will automatically set
in her inbox and she can comment at it and
work on it later on. But when she does that, the whole, the entire case gets shown in
a different session here. So, this session is
with John White, this session is with Abby Miller. Here also, there is
KB automation where the title of the case gets automatically populated
in the KB search control, and then the user stuff like opening the KB article
in the context, opening different LB
applications in the context, sharing this with
different agents doing consult, all those things will
be possible when here. So, it’s basically
about uniform agent experience across different channels. Now, let’s just quickly
do one more step, as in, if there is
a CDI integration node through channel
integration framework with a call provider. So, I’m using a simulator here. A phone call can be
done here [inaudible]. So, this time the phone call is from Patrick Signs who
is another customer. For the same customer, you can see three different
session opening [inaudible]. So, for the same agent, John, the same agent is able to serve
as three customers coming from three different channels
at the same time.

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