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Tag: #mallareddygurram

{How to} Create Azure Communication Services for Dynamics 365 Customer Service Omnichannel

uk365guy

Hello Everyone,

Today I am going to show how to subscribe to Azure Communication Services on Azure Portal.

Let’s get’s started.

Let’s say you have a requirement to Dynamics 365 Customer Service Omnichannel Voice Calls configuration.

In order to progress with the voice calls you will need Azure Communication Services(ACS) on Azure Portal.

Make sure you have Global Administrator role, then you will be able to create resource and then configure the phone number on the ACS.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{Do you know} View analytics for Copilot’s impact on your business with Dynamics 365 Customer Service

uk365guy

Hello Everyone,

Microsoft Copilot has introduced several features in Dynamics 365 Customer Service that can significantly enhance customer support, Let me break it down for you:

1. Ask Copilot a Question: Agents can use Copilot to ask natural language questions and receive quick, informative answers. It’s like having an experienced coworker available to chat all day, every day. Copilot searches company resources and returns relevant responses.

Agents can also rate the helpfulness of these answers.

2. Create Intelligent Email Responses: Copilot drafts contextual and personalized answers to questions on both chat and email. This feature streamlines communication with customers and ensures consistent, high quality. responses.

3. Understand Copilot Usage: Contact center managers can view agent feedback and understand how agents interact with Copilot. This helps identify areas where sources may need updates or removal.

4. Summarize Cases and Conversations: Released in september 2023, this feature allow Copilot to summarize cases and conversations saving agents valuable time.

5. Business Impact: Copilot uses generative AI to improve tasks such as completing customer conversations triaging and closing cases, and drafting and sending emails. Reducing handle times lead to improved customer satisfactions levels.

In summary, Copilot transforms the agent experience, enabling faster issue resolution, efficient case handling and automation of tedious tasks, ultimately enhancing customer service.

That’s it for today.

I hope this helps,
Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{How to} Use overflow for lengthy wait times for work items dynamics 365 customer service

uk365guy

Hello Everyone,

Today I am going to share my thoughts: use overflow for lengthy wait times for work items dynamics 365 customer service.

Let’s get’s started.

Overflow handling in Dynamics 365 Customer Service can be a lifesaver during peak demand or when agents are unavailable.

Here’s how it works:

1. Set Wait Time Limit: Administrators can define a reasonable wait times limit for work items in a queue.
When a work item exceeds this limit, it’s marked for overflow.

2.Contingency Plan: If the wait time is exceeded, you can set up a contigency plan, For Instance, you might automatically transfer the work item to another queue with more available agents who can address the customer request.

3. Overflow Evaluation: Overflow conditions are evaluated before a work item is added to the queue. This ensures that customers who wait too long receive timely assistance.

Remember, overflow handling helps manage both surge conditions and after-hours calls, ensuring better customer satisfaction.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{How to} Option sets for field mapping in integrated search in Dynamics 365 Customer Service

uk365guy

Hello Everyone,

Today i am going to share my thoughts on the new feature of option sets for field mapping in integrated search in Dynamics 365 Customer Service.

Let’s get’s started.

Let me provide you with some information about option sets for field mapping in integrated search within Dynamics 365 Customer Service.

As part of adding an integrated search provider in Customer Service, you can configure a knowledge article schema through field mapping.

This allows you to map a knowledge article received from the search provider(the source property) to an attribute of the knowledge article entity (the target), based on an operation type, In addition to the out-of-the-box target fields, you can also add custom target fields for mapping, such as multi-select or single select option sets.

This feature enhances extensibility for migration and allows you to define custom target fields for mapping.

That’s it for today.

I hope this helps.
Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{How to} Ask about case data in Copilot help pane in Dynamics 365 Customer Service

uk365guy

Hello Everyone,

Today I am going to share my thoughts on asking about case data in Copilot help pane in Dynamics 365 Customer Service.

Let’s get’s started.

In Dynamics 365 Customer Service, you can use Copilot to ask about case data. Here are some types of questions agents can ask in the Copilot Ask a question pane:

1. Get details on high-priority cases for a specified date range.

2. Show active escalated cases.

3. Display cases that are due soon.

4. Show active cases that agents own.

5. Retrieve specific case details.

6. Obtain the case resolution details for a case.

To enable Copilot feature, follow these steps:

1. Turn on the Copilot help pane: Open the case you need to work on and enter “Get account summary” in the Copilot Ask a question pane. Copilot will summarize the account details of the customer whose case you’ve opened.

2.Enable Copilot case summaries: In the Customer Service admin center, select Make Copilot available to agents in the Copilot help pane.

You can find this option under Agent Experience > Productivity > Summaries or Operations > Insights > Summaries.

Once enabled, agents can access Copilot case summaries.

Remember that Copilot provides real time AI assistance to help agents automate tasks and handle cases efficiently.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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