Explore a Dynamics 365 Customer Service business scenario
Contoso Coffee is a global coffee distributor. They produce their own line of gourmet coffee and residential and commercial coffee machines. Their gourmet line of coffee and coffee machines are sold through multiple retail channels. These channels include the Contoso Coffee retail stores, which are often located in premium locations, premium food resellers, and through the Contoso Coffee website. To ensure that customers can resolve issues they might encounter with the products they purchase from Contoso Coffee, they maintain a customer contact center. Customers can reach out in the event they have an issue with their machines.
Contoso Coffee recently released their A1-100 smart coffee machine. The A1-100 is used by both commercial and residential customers. This internet of Things (IoT) enabled device includes integrated sensors for monitoring things such as waterflow, temperature, and even can suggest when it's time to order more coffee.
Many of Contoso Coffee’s commercial customers have support arrangements with them that entitle them to a specific number of support instances and guaranteed response times. Contoso Coffee’s support agents often support multiple customers at once, which is a challenge. They struggle to switch between customers. They also struggle with locating answers to customer problems. They often need to cycle through large amounts of information to locate an acceptable solution. Additionally, since the release of the A1-100 machine, there's an increase in the number of incidents reported by customers. Contoso Coffee therefore deployed Dynamics 365 Customer Service at its contact center to help agents better manage customer issues.
Consider a contact center agent responsible for providing remote support to customers. This contact center agent can support up to 100 customers a day. By using Dynamics 365 Customer Service workspace, they're provided with a single user interface that allows them to support multiple customers at one time. Each customer they work with has their own dedicated session. As the contact center agent works with the customer, anything they open related to the customer's issue, such as their account details or knowledge articles, opens in a new tab within the session. All this information remains open as they move between different customer sessions. These features allow the contact center agents to always have the necessary details while providing support to customers. Agent Scripts provide contact center agents with guidance on procedures to follow based on the type of case they're working on, thus ensuring that they follow the correct procedures. Agent scripts also automate common tasks such as creating activities and related records. This helps contact center agents spend more time working with the customer on their issue and less time on administrative tasks. Artificial Intelligence (AI) models scan details in the customer issue and provide automatic suggestions such as relevant knowledge articles. With these intelligent suggestions, contact center agents no longer need to manually search for knowledge content to find a potential solution.
Let's look at Dynamics 365 Customer Service in action.
Dynamics 365 Customer Service business scenario
Now that we saw how Dynamics 365 Customer Service can help Contoso Coffee’s support agents, let’s take a deeper look at some of the different components of Dynamics 365 Customer Service.