>> 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.