Microsoft Dynamics 365 for Customer Service

Transcript

Learn how Acrobat Sign and Microsoft Dynamics 365 for customer service are used to improve customer satisfaction on a self-service customer portal. In this workflow, a coffee shop owner accesses a customer self-service web portal for coffee equipment maintenance. The coffee shop owner visits the Contoso coffee customer self-service portal to help resolve an issue with beans clogging up the mechanism in a coffee grinder. Because he wants to resolve his issue right now, he signs into the customer self-service portal. On the self-service site, he can search the knowledge base, see the status of his cases, or open a new case. He decides to use Contoso’s new chat service bot. Now, in order to streamline service, the coffee grinder manufacturer, Contoso, uses Power Virtual Agents and Omni-Channel customer service in Dynamics 365. They do this to create a self-service bot that can solve most customer problems. The self-service bot knows the coffee shop owner from his login information. The coffee owner asks about Contoso grinders. The bot checks his account to see what grinder model he has and identifies likely service options. Once the coffee shop owner confirms which grinder he has at his shop, the bot automatically creates a service case in Dynamics 365. Now, switching over to the back end, the service agent at Contoso can view all his active cases and see what he has in his life. He just refreshes this page to see the newest cases. Here’s the case that the bot created to track the coffee shop owner’s grinder problem. The bot has automatically added contact information to the case and any actions taken on this case will appear in the timeline. Now, back on the self-service portal, the coffee shop owner gives the bot more information about the problem he’s having. Based on this input, the bot searches the Contoso’s knowledge base and finds an article which is likely a match. The coffee shop owner clicks the link to read the article. Fortunately, the article helps him solve his problem quickly. If the article did not solve the problem, the bot could escalate to a live service agent. From the coffee shop owner’s account records in Dynamics 365, the bot knows that the warranty on this grinder is near expiration and that they qualify for a discount on an extended warranty for this product. The coffee shop owner indicates he’s interested in the extended warranty, so the bot invokes Adobe Acrobat Sign to create a new warranty agreement. It then retrieves a link to this agreement and presents it in the chat. A copy of this agreement is also sent to his email account in case he wants to read it later. The coffee shop owner selects the link to review the offer. He looks over the agreement paperwork and decides to go ahead with the offer. With Acrobat Sign, signing is quick and easy. You can type your signature, use a touch-enabled device to draw it, or even use your camera phone or upload an image. Finalizing the process only requires a click. At this point, the coffee shop owner can download a copy of the agreement right here for his records. Acrobat Sign also sends a copy to the email address on file. Now back in Dynamics 365, the bot has updated the case with some information about the agreement. The service agent can see that a warranty offer was sent to the customer and signed. He can also view the signed agreement by selecting it. The combination of Acrobat Sign with Dynamics 365 makes it easy to capture signatures and to automate signing workflows for Microsoft products.