Connected Customer Service (IoT + Customer Service)

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Important

This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.

Enabled for Public preview Early access General availability
End users by admins, makers, or analysts - This feature is released. Feb 1, 2020 This feature is released. Apr 1, 2020

Business value

Leveraging Connected Customer Service enables businesses to actively look for issues with customers' devices through IoT signals and proactively resolve those issues, simultaneously increasing customer satisfaction and reducing assisted support service costs.

Feature details

Connected Customer Service helps organizations evolve a proactive and predictive service model by fully integrating IoT diagnostics, IoT device updates, and case management. Key capabilities in this release include:

  • Convert IoT Alert to a support case.
  • View all devices registered to the customer.
  • View all IoT Alerts from devices registered to the customer.
  • Send command to the customer’s device.
  • View IoT activity in the case timeline.

See also

Connected Customer Service (docs)