Demo: Omnichannel for Customer Service

Instructions

Dynamics 365 Omnichannel for Customer Service helps organizations provide customer support to multiple customers at the same time across any channel that your organization provides support functionality from.

1. Open the Dynamics 365 Omnichannel app.

2. When an agent first accesses the application, they will see all the work items that not only are they working on, but available to be worked on by anyone in the organization.

   • Review the items in the dashboard.

   • Highlight the sessions that are open on the left side of the screen.

   • Open a Session and walk through the tabs that are available at the top.

3. As Conversations come in agents are sent conversations based on their current status and workload capacity.

   • Accept a Chat conversation that comes in

     • Demonstrate interacting with a customer.

     • Demonstrate the real-sentiment analysis as you interact client

     • Call out the Customer Summary Screen to view the Context.

     • Leverage the Productivity Pane to View the available agent scripts

     • Use the Agent script to resolve the conversation

     • Demonstrate using Quick Replies to interact with the customer

     • Use the Knowledge Base to Resolve a Case