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- [Narrator] Dynamics 365 Customer Service feature overview.
Resolve complex cases faster
using customer support swarming.
Transform your entire organization
into a unified customer service team
by easily bringing together the right talent
to effectively respond to and resolve complex cases.
With customer support swarming,
agents and subject matter experts
can easily work together on cases
with access to the same information
and the applications they work in.
Dynamics 365 Customer Service for agents
and Microsoft Teams for back office experts.
Let's see this in action.
Graphic Design Institute, one of Contoso's VIP customers,
recently upgraded their coffee machines to the CX100.
GDI's Procurement Director, Elva Atkins,
sends an email complaint
stating that five of the machines are malfunctioning.
The email is automatically converted to a case
and rooted to Chris Green,
one of the dedicated CX100 agents.
Chris sets up a Teams' meeting
to try and troubleshoot with Elva.
Unable to resolve the issue
and finding no relevant knowledge article,
Chris starts a swarm to get help from experts
in the broader Contoso organization.
The admin has placed helpful guidance
on how to consistently document issues
when creating a swarm.
This helps Chris give consistent context to experts
as they join the swarm.
As the swarm request is completed,
the system automatically suggests relevant skills
that will be used to find the best suited experts.
It's easy to add an expert with warranty skills to the swarm
by adding the skill to the skills' list.
This step helps Chris confirm that the correct experts
will be added to the swarm to help resolve the issue.
It's time to save the swarm
and send invitations to Contoso's experts.
Four coworkers have been immediately matched.
And because GDI is a platinum customer,
Anne Weiler, their account manager,
has been automatically added
to the auto-created Microsoft Teams' swarm chat.
The invites include the context the experts need
before joining the swarm.
After reviewing the details, they accept the invitation.
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In Microsoft Teams, the Swarm details tab
contains key details of the associated case.
Experts can review the case details,
swarm details, and participants.
Having skill matched experts
helps everyone know who to engage with and why.
Everyone has access to the same information
at the same time,
whether they're in Dynamics 365 Customer Service
or Microsoft Teams.
Chris uploads the recording of the meeting with Elva
for the team to review
and they get to work to resolve the issue.
By having access to all the information across every team,
they can collaboratively identify the issue
causing the failure and align on a solution
to update the firmware for all machines
and replace the broken sensors.
Chris closes the swarm
by documenting the recommendations from the experts.
By utilizing the customer support swarming feature,
Dynamics 365 Customer Service agents
can resolve complex cases faster
by working with the right experts
using the power of Microsoft Teams.
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We invite you to learn more
about Dynamics 365 Customer Service at these links
and at dynamics.microsoft.com.
Thank you for watching.
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