Fundamentals of D365 Customer Service Flashcards
Which of the following Dynamics 365 Customer Service record types would you most likely use to provide a resolution to a commonly encountered problem?
1) Case
2) Knowledge article
3) Queue
2) Knowledge article
Which feature in Dynamics 365 Customer Service is used to help guide customer service representatives through a case lifecycle from beginning to end?
1) Business Process Flow
2) Entitlement
3) Service Level Agreement
1) Business Process Flow
While working on a case, you added a phone call activity to log a call you placed to the customer. Where will the phone call activity be displayed in the case record?
1) Related Panel
2) General Information Section
3) Record Timeline
3) Record Timeline
While working on a case, you added a phone call activity to log a call you placed to the customer. Where on the case record will the phone call activity be displayed?
1) Business process flows
2) Record timeline
3) General information section
2) Record timeline
Which field is searched by default to provide Knowledge Article suggestions?
1) Case title
2) Case descriptions
3) Case number
1) Case title
Which of the following items represents a support contract that provides a customer with a specific amount of support hours over a specified timeframe?
1) Service-level agreement
2) Entitlement
3) Queue
2) Entitlement
Which of the following best describes Omnichannel engagement?
1) A specialized channel for unique communications
2) A channel on Microsoft Stream
3) Meeting your customer on the engagement channel of their choice
3) Meeting your customer on the engagement channel of their choice
Your organization recently started using Dynamics 365 Customer Service Insights to help gain a deeper understanding into critical performance metrics. Customer Service Insights help to provide insight by grouping related cases together into what?
1) Topics
2) Categories
3) Case Hierarchies
1) Topics
An agent is currently working in their home session with no other sessions open. They would like to be able to search through their organization’s available account list. How would they do that in the application?
1) From Session Panel
2) From the Customer Summary
3) From the application bar
3) From the application bar
What does customer service represent?
1) Assistance or advice that a company provides to its customers that buy or use their products or services
2) Customer service interactions are usually handled by using cases
3) Interactiosn can be questions, support, or issues reported by their customers
4) Companies can use call centers or self-service type methods, or both, to handle customer service interactions
What are some factors that drive how a company provides customer service?
1) Rapid response times
2) Customer self-service preferences
3) Omni-Channel Support
4) Customer feedback collection and analysis
How can organizations speed up their handling and response times to customer service issues?
1) Queues - customer service requests can be routed to queues which are often used by specific departments or teams to handle cases more quickly
2) Customer service bots - organizations can use bots to automatically answer common questions that customers have. This frees up a human agent to work on more complex issues
What’s an example of a self-service option that an organization would provide to its customers so they can find their own solutions?
Knowledge base which is a collection of cateogorized support articles and FAQ pages that supply customers solutions to common roadblocks
Knowledge bases are one of the most common self-service options, and they ensure your customers are provided with the correct information directly from the organization
Knowledge bases can be offered through a customer-facing Portal
What does it mean for an organization to provide Omni-Channel Support?
Providing customers the ability to contact support teams through whicever medium they prefer whether it’s by phone, email, social media, and live chat, while ensuring the same level of customer experience across all mediums
How can organizations better identify their customer’s needs and wants?
By using surveys and interviews to collect feedback and perspectives from customers
Why should a company use multiple customer service technologies such as knowledge base portals, chat bots, and others?
1) To reduce the amount of time a customer is waiting for assistance
2) To provide agents with a 360 degree view of what’s happened as a customer moves from one support channel to another
3) To reduce duplicate work from agents by not doing something that’s already been done
What D365 App would agents work in the most?
Customer Service Hub
What’s the definition of a Case?
Cases represent a single incident of service or anything in the contexct of a customer interaction that requires some type of resolution or answer. Customers may have multiple case associated with them at any one time
How are Activities defined?
An activitiy represents supporting records and customer interactions. System default activity types include email, appointment, and phonecall, however customer activities can be made
What is an Entitlement?
Entitlements are used to specify the scope of support services a customer is entitled to. Think of entitlements as support contracts
What is a Knowledge Article?
Informational articles contained within the knowledge base repository, that are used to help customer service reps resolve cases
What are Queues?
A queue is a place or “bucket” to organize activities and cases that are waiting to be processed
How are Service Level Agreements(SLA) defined?
SLAs are a way of tracking and defining what should happen when cases are opened such as how long it should take to respond back to a customer
What are Creation Rules?
Rules that can be applied to different activity types to automatically create D365 records
What are Routing Rules?
Rules that are applied to cases that automatically route a case to a specific queue or user
How would you configure the system to ensure that a case is automatically created when a customer reaches out?
Use case Creation Rules
How would you configure the system to automatically assign or distribute cases to a queue or agent?
Use routing rules which examine criteria on a case to determine how it’s routed
What is the basic BPF for case resolution?
Identify –> Research –> Resolve
Inside the Customer Service App, where would agents spend most of their time, at the least, where would they go to first after logging in?
Dashboard
What are the 3 types of interactive dashboards in Customer Service?
1) Tier 1
2) Tier 2
3) Table-specific
Describe what the Tier 1 Dashboard is.
A dashboard that provides multiple streams of data from multiple entity/table types. Having multiple streams make it easy for agents to work with cases and their related items, such as activities or email
Describe what the Tier 2 Dashboard is.
A dashboard that provides a single stream of data based on active cases. It includes multiple tiles and interactive charts for working with case data
Describe what a Table-specific Dashboard is.
A dashboard specific to a table/entity that includes multiple streams of data related to the specified entity/table
What are Streams in a Dashboard?
Streams in a dashboard provide key pieces of information to end users. For example, in the Tier 1 Dashboard in Customer Service, you might have a stream that shows data for active cases as well as additional separate streams showing resolved cases, draft emails, and activities.
How do you further refine what it is you’re looking at in the Tier 1 Dashboard, for for Tier 2 Dashboard?
1) Visual filter in Tier 1 Dashboard
2) Global filter in Tier 2 Dashboard
What are some of the features in a case lifecycle that you can use to help manage and resolve cases?
1) Timeline
2) Related section(KB articles, SLA/Entitlements,Similar cases)
3) Business Process Flows
Time on a case record displays…
Related case activities such as phone calls as well as the duration spent so that it can be billed to the customer appropriately
Related section on a case provides….
1) A view of recent cases and entitlements
2) Quick acces to search the knowledge base for a knowledge article
3) Similar cases
Business Process Flows help you manage and resolve cases by…
1) Guiding agents through a defined process flow which h elps them work through the case lifecycle and resolve cases more easily
2) Using branching to enable you to muse multiple business process which can automatically change as data in the case changes
How are cases created in D365 Customer Service?
1) Manually - agents manually create cases as they take incoming calls from customers. For example, they may convert an incoming phone call activity they receive from a customer into a case
2) Automatically - Case records can be automatically created off of other types of records by utilizing case creation rules. For example, when a new email is received, a rule will automatically create a case record and populate the details of the case based on who sent the email
What’s the concept and process flow of an interaction with a customer to having a case created in D365?
Engagement Channels(web, phone, email, social) –> D365 Activity –> Record Creation and Update Rules –> D365 Tables
Why would an organization route cases?
To ensure the most appropriate person who is familiar with the situation, product, and process handles the case
What is a queue when it comes to cases and routing?
1) Queues are holding containers for cases
2) Queues typically represent a type of case of a type of person/department that handles cases
3) Based on the case type or the department, cases are routed to that queue.
Cases can be routed to queues either manually or automatically, true or false?
True.
How are cases automatically routed to queues?
1) Routing Rule Sets which route cases to different queues based on logic defined in the rule
2) For example, a “Gold Route” routing rule might route any case with a service level of gold to the “Gold Queue”
True or False, when an agent “picks” a case from a queue to work on, the case is moved to their personal queue?
True.
What is Knowledge Management in D365?
The process of creating, managing, using, and sharing organziational knowledge and information
What are Knowledge Articles used for?
To help address issues that customers and employees encounter while using your products or services
True or False, knowledge articles can only be created in plain text.
False. Knowledge articles can be created with rich formatting and can be embedded with images, videos, links, and more
How does an organization make sure that all knowledge content is current, accurate, and meets necessary standards?
Out of the box BPFs in the knowledge article creation process help ensure that an article is approved before its published
True or False, as articles are updated, you lose access to the previous version.
False. Knowledge management has version control so that you can work with previous versions of articles without disrupting the live or published articles
True or False, users can see articles as soon as they are approved.
False. Articles must be published in order for them to be available in searches
What kind of statistics can you measure with knowledge articles?
You can keep track of how many times the article is used, viewed, or emailed to customers
What’s the general process flow for creating and using knowledge articles?
Create Stage –> Review Stage –> Approval Stage –> Publish Stage
Effectively managing cases can involve several tasks such as…
1) Identifying past cases that are like the one you’re working on
2) Identify and tracking product related information
3) Leveraging the knowledge base to research and solve customers issues
4) Managing and tracking support activities related to the case
5) Moving the case through a case process workflow
How can agents identify the most appropriate cases to work on?
By drilling down on the charts contained within the dashboards
In the Phone to Case BPF, what are the 3 stages?
1) Identify - agent identifies the issue and enters in relevant information
2) Research - agent researches and attempts to find a resolution
3) Resolve - agent closes the case as resolved
How do organizations ensure that they’re meeting the needs of their customers as well as fulfilling the promises they’ve made to them?
By providing support agreements to their customers which typically entitles the customer to a specific amount of support of a specific amount of time
What two mechanisms of a support contract help companies manage, track, and enforce the level of service that a customer is entitled to?
1) SLAs - tracks and defines what should happen when a case is opened such as initial response time by a support engineer, or hot long it took to resolve the case
2) Entitlements - Agreements that define the level and type of support a customer is entitled to.
What is an SLA?
A mechanism in a support contract that tracks and defines what happens when a case is opened such as initial respponse time(First Response) by a support engineer, or how long it took to resolve a case(Resolution Time)
What does the Entitlement mechanism of a support contract define?
Specific support details promised to the customer such as:
1) Specifed coverage dates
2) Specified number of cases
3) Length of time of support
For example, during he period which the entitlement is active, a customer might be entitled to place 35 phone calls to a help desk team. Another customer might be entitled to have a total of 100 hours of technical support over multiple channels of communications.
What are some examples that entitlements can help support?
1) Management of warranty contracts
2) Service-specific contracts
3) Incidents-based support contracts
4) Time-based support contracts
What’s another term for entitlement?
Support contract
What are some of the most common capabilities that extend the core functionality of D365 Customer Service?
1) D365 Omnichannel for Customer Service
2) D365 Customer Service Workspace
3) D365 Customer Service Insights
4) D365 Customer Service Scheduling
5) D365 Connected Customer Service
What is D365 Omnichannel for Customer Service?
An additional product that compliments the core functionality which adds “multi-session” and additional channel support which enables agents to engage multiple customers at one time, across various channels such as chat, SMS, social, and Microsoft Teams.
What is D365 Customer Service Workspace?
D365 Customer Service Workspace is a feature that combines the multi-session capabilities from Omnichannel for Customer Service with the case management capabilities of Customer Service Hub
What is D365 Customer Service Insights?
D365 Customer Service Insights is an additional product that is a case analytics application which provides actionable insights into critical performance metrics, operational data, and emerging trends from your customer service system.
What is Customer Service Scheduling?
1) Used by organizations that need to schedule and execute services for customers
2) Services can be defined by an organization and scheduled in such a way that ensures the most qualified resources are available to perform the service
What is Connected Customer Service?
1) An IoT solution that works with IoT management applications to surface events related to IoT devices defined in D365. Once surfaced, the devices can be managed and interacted with directly from D365 Customer Service.
What is Customer Service Scheduling?
A feature within the Customer Service Hub that allows organizations to define the services they provide to their customers and then schedule service-related activities for customers.
What are the scheduling components that make up Customer Service Scheduling?
1) Resources
2) Services
3) Service activities
4) Facilities/Equipment
5) Resource categories
6) Schedule Board
7) Business Closures
The Resources component of Customer Service Scheduling allows organizations to…
Define the specific people, facilities, or equipment that can be scheduled to work on items
The Services component of Customer Service Scheduling represents…
1) The services your organization provides to customers
2) The service record defines the resource types and the number of resources requires to complete the service
3) For example, serviving a personal watercraft might require a marine technician AND a boat lift
The Service Activities component of Customer Service Scheduling is an activity record that represents…
The delivery and execution of a service to its customers. Service activites include details such as which service is to be delivered and what customer it is for.
The Facilities/Equipment component of Customer Service Scheduling defines…
1) The facilities and equipment that might need to be schedule as part of a service activity
2) Once defined, resources that represent those items are created and associated with facilities/equipment records
What is the Resource Categories component of Customer Service Scheduling?
1) It defines the different roles or categories that resources might have in an organization
2) For example, an organization might create resource categories for positions like developer, consultant, or project manager.
The Schedule Board component of Customer Service Scheduling is…
An interactive calendar used to schedule specific resources for different items
The Business Closures component of Customer Service scheduling dictates…
When an organization is not open such as holidays
What are the two main components that make up the core functionality of Customer Service Scheduling?
1) Services
2) Service activities
True or False, Services and Service Activities are not used in conjuntion with each other.
False. They ARE used in conjunction with each other
True or False, you schedule a service, not a service activitity.
False. You schedule a service activity. The service itself is already attached to the service activity record
What happens in D365 when a service activity is scheduled?
D365 will look at the types and quantities of rsources required for the attached Service, and identify which qualified people, facilities, and equipment resources are available to complete the service activity.
What is D365 Connected Customer Service?
A solution that helps organizations remotely monitor, manage, and maintain IoT devices directly within D365 Customer Service. With smart devices and IoT-enabled devices becoming more and more populat, it offers organizations new opportunities for providing support to its customers.
What are the core components in D365 Connected Customer Service?
1) IoT Device
2) IoT Alert
3) Device Category
4) IoT Device Command
Describe the IoT Device component in D365 Connected Customer Service.
A connected device that can be registered with an IoT Hub
Describe the IoT Alert component in D365 Connected Customer Service.
An alert that was sent to Connected Customer Service because of a notable event that was logged against an IoT Device
Describe the Device Category component of D365 Connected Customer Service.
Used to group IoT devices based on similaries such as type of device
Describe the IoT Device Commands component of D365 Connected Customer Service.
An outgoing message that’s sent from D365 Customer Service to a device connected to an IoT Hub
What does the Connected Customer Service flow look like in action?
Customer Asset Created –> IoT Device created and registered –> Anomlay reported by IoT Device –> Alaert sent to Connected Customer Service –> Command-Update sent and Firmware Device interaction remotely –> IoT Device Updated
1) Customer Asset Created - A customer asset record is created in D365 Customer Service
2) IoT Device Record is created - After customer asset record is created, the customer asset is registered as an IoT Device in IoT management solution such as Azure IoT Central or IoT Hub. The registration of the IoT Device in the IoT management solution is handled by automation software such as Power Automate. Once registered, an IoT Device record is created in D365
3) Anomlay Reported by IoT Device - An alert such as a temperature related item is logged in an IoT management soltuion such as Azure IoT Central or IoT Hub.
4) Alert sent to Connected Customer Service - The item is sent to Connected Customer Service and logged as an IoT Alert related to the device using automation software such as Power Automate. The IoT Alert is stored against the IoT Device record
5) The device is interacted with remotely - Commans such as a reset command are set to the device from Connected Customer Service using automation software. If the device can’t be interacted with remotely for some reason then you can escalate the alert into a case/work order in Field Service.
D365 Omnichannel for Customer Service enables agents to communicate with customers across multiple channels including chat, radio, SMS, Entity Channels, and Social Media. True or False?
False. Radio is not an option but chat, sms, entity channels, and social media are.
D365 Omnichannel for Customer Services provides agents with several capabilities to better service their customers such as…
1) Real-time notifications
2) Session Management
3) Customer interaction
4) Customer Context
5) Multiple applications
6) Quick access to familiar D365 tools
7) Proactive chat
8) Power Virtual Agent integration
9) Skills-based Routing
10) Agent Scripts
How are real-time notifications helpful in Omnichannel for Customer Service?
Agents receive real-time notifications messages as conversations come in. Only available and qualified agents will receive notifications, and will have the ability to accept the notification which opens a new session automatically.
What is Session Management in in Omnichannel for Customer Service?
Enables agents to work with and communicate to multiple customers simultaneously, with each customer being in a different session tab.
How do agents interact with customers in Omnichannel for Customer Service?
Through the conversation pangel which agents can communicate with customers across different channels.
Conversation sentiment is monitored in real-time based on what the customer is typing
How do “multiple applications” help agents in Omnichannel for Customer Service?
Application tabs provide agents with access to the relevant supporting applications in the context of the session they are working in
What is Proactive Chat in Omnichannel for Customer Service?
Lets agent engage customers automatically by inviting them to chat conversations based on rules you configure such as end-user data, time spent on webpage, and more.
How is Power Viritual Agent integrated with Omnichannel for Customer Service?
Customers can be routed to PVA for assitance with their inquiries.
If needed, PVA can hand the customer over to a live agent with all previous communication from the last included. PVA can also be used by the agent in their interface to provide context-based recommendations.
What is Skills-Based Routing in Omnichannel for Customer Service?
Enables conversations to be routed to agents based on their skills and proficiencies.
Improves efficiency of automated work distribution by looking for an agent with the right skills that can resolve a customer issue most efficiently
What are Agent Scripts in Omnichannel for Customer Service?
Step-by-step guidance to agents which can be configured and autoamted based on session types to ensure adherence to the appropriate process for that session type.
How do agents gain Customer Context in Omnichannel for Customer Service?
By working in a single contextual view that provides various details about the customer. These details appear in the Customer Summary section.
The Customer Summary screen shows:
1) Quick details about the customer they’re engaged with
2) Links the conversation to a new or existing case record
3) Provides easy access to recent cases submtted by the customer
4) Lets agents access the timeline to see activities associated with case or customer
5) Has a conversation summary that includes details such as answers to pre-caht survey questions, browser details, and what they did before intiating the chat.
What are the key components of D365 Customer Insights?
1) Workspaces
2) Insights Dashboards
3) Topics
Describe the Workspaces component of D365 Customer Insights.
Workspaces displays customer service data for a specific customer service environment. A single Customer Service Insights instnace can contain multiple workspaces.
Describe the Insights Dashboard component of D365 Customer Insights.
Filterable dashbaord that group together both graphical and AI driven charts into a single space based on different key performance indicators(KPIs)
Describe the Topics component of D365 Customer Insights
Topics group related support cases together for easier analysis through using AI
Topics are used througout the different insights dashboards available.
Why are Topics helpful in D365 Customer Service Insights?
1) Because they allow you to discover and adapt to current or emerging trends
2) They help you identify problem areas
3) They help you improve brand sentiment
How does the AI in D365 Customer Service Insights help an organization?
1) Helps informed decision making related to improving resolution rates, reducing wait times, and decreasing customer service costs
2) Using case resolution insights, backlog trends, and historical comparisons, you can evaluate agent performance and business impact, and address inefficiencies in your system or process.
How does the Customer Service Insights dashboard in Customer Service Insights help a company improve system performance, business processes, and customer satisfaction?
1) Dive deeper into case resolution times
2) Identify agents taking the longest to resolve issues
3) Pinpoint areas that need improvement which might include developing training programs for your agents, having them shadow other agents, provide additional knowledge management content, or create chatbot content to reduce call times.
