>> 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.