Summary
Contoso Insurance is a home, auto, and liability insurance provider. They offer a variety of different policy types to their customers. Policies are sold by licensed agents. Once sold, any questions, policy changes, or claims that need to be filed are handled by Contoso Insurance’s call center agents.
Contoso Insurance provides support to customers across multiple channels such as phone, email, chat, SMS, social and more. More and more customers are looking for a support portal where they can be presented with self-service options such as locating policy details, asking questions, or initiating a claim.
Agents typically support multiple customers at a single time. Many questions and issues submitted by customers have been seen before. Contoso wants to provide agents with a repository where they can easily search for resolutions to customer issues.
You applied your skills in configuring Dynamics 365 Customer Service to meet Contoso Insurance's needs.
- Tailor the necessary tables and forms to support the needs of your customer
- Created an SLA to support the customer support levels that the customer has
- Created the necessary supporting Knowledge Articles to support the needs of Contoso Insurance
Congratulations on completing this Challenge Project and validating your Dynamics 365 Customer Service skills!