Summary
Dynamics 365 Omnichannel for Customer Service provides organizations with the ability to deliver a complete omnichannel service experience to their customers. Support agents can work with multiple customers across different channels at the same time. They can take advantage of the familiar features and functionality that they're accustomed to in Dynamics 365 Customer Service. Representatives have complete insight into what is happening during a session. As they switch between sessions, the information from other sessions is maintained so it's readily available when the representative comes back to the session.
This module examined what the agent experience looks like and discussed how the different elements work together to resolve customer issues, including:
- Examining the different components that are available in Omnichannel for Customer Service such as the Session Panel, Conversation Panel, Application Bar, and Customer Unified Interface work screen.
- Looking at how an agent’s presence is used to help identify if they have capacity to handle work items and how representatives are notified of those items when they're handed to them.
- Explaining how sessions are used to keep all relevant information about a conversation in one place. This module demonstrated how applications can be loaded as tabs inside a session, providing representatives with the ability to access other line-of-business applications in the context of the current item.
- Describing how representatives interact with customers through conversations. Within a conversation, representatives can easily access related customer information, have access to a wide variety of tools such as the knowledge base, and even engage with other representatives.
- Examining how the Customer Summary screen is used to present representatives with a complete contextual look into the customer whom they're engaging with.
- Showing how agent productivity features such as Agent Scripts and Smart Assist provide easy-to-use tools that help representatives increase their overall productivity.
The next steps are to gain a deeper understanding of how to define and configure key items in the application that is used by representatives in the application. These steps would include gaining a deeper understanding of which channels can be deployed and how to configure them, and how to design the elements that help with routing information to representatives.