Summary
Every day, expectations that support centers have on agents is growing. Agents are handling increasing numbers of issues and are expected to resolve them faster. While that responsibility can be challenging enough, agents are also expected to accomplish these goals while maintaining a high level of customer satisfaction.
Dynamics 365 Productivity Tools helps agents meet these expectations by providing them with automation tools and agent guidance in real time as they work with customers. These tools help reduce the number of clicks that are needed to complete repetitive daily tasks, such as entering data.
Agent guidance ensures that agents follow organizational practices and helps make them more productive while reducing human errors. Contextual recommendations ensure that agents have the correct information available to them when they are working with customers. These features help increase an agent's productivity and helps organizations build long-term relationships with their customers by increasing overall customer satisfaction.
This module introduced Dynamics 365 Productivity Tools and explained how to configure and use the tools, including:
Examining the features that are included in the Dynamics 365 Productivity Tools app and describing situations where they can be used.
Reviewing the process for deploying Productivity Tools in your organization's Omnichannel for Customer Service deployment.
Explaining what macros are and how to use them to automate activities such as creating records, working with sessions, and performing tasks.
Describing how agent scripts can be used, reviewing the different step types that are available, and explaining the process for creating them.
Explaining smart assist and the high-level steps to implement it.
Your next steps would be to gain a deeper understanding of smart assist and understand the process that is involved with implementing it.