Introduction
As much as an agent might try, it's impossible for them to know everything. At some point, they'll likely run into a scenario where they don't know how to resolve the customer's issue and will need assistance from other team members. This scenario could happen for many different reasons. Regardless of why an agent might need assistance from colleagues, it's important that it's easy for them to identify and collaborate with the appropriate internal resources.
To make this process near effortless, Microsoft Dynamics 365 Customer Service includes multiple collaboration features to help agents identify experts. Additionally, it helps agents engage with and set up meetings with their peers in Microsoft Teams. Organizations can use these available collaboration features to turn their business into a unified customer service center.
Dynamics 365 Customer Service provides multiple options for agents to collaborate:
Embedded chat by using Teams - Agents can start a new chat or link an existing chat to a record in Teams without switching context or leaving the application. Linking all associated chats to a record can help agents maintain the chats in one place.
Customer support swarming by using Teams - Helps agents quickly resolve issues by bringing together the right experts across your business.
Sharing Dynamics 365 records within Microsoft Teams - Agents can share the record of the chat conversation and let participants view it without navigating away from Teams.
This module will examine each collaboration option in more detail.