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Omnichannel for customer service chat activities and case management

Posted on by 41

Our configuration of Omnichannel for Customer Service is basic and consists of a number of chat widgets across different applications that customers can use to get help from an agent. A customer will click on the widget submit a pre-chat survey and be connected to an agent who can then chat with them to help. This configuration through a single workstream using multiple queues (ie: the applications the widgets are embedded on) means that we create a conversation at the activity entity level. 

How do we unlock the case management functionality when we're only using the activity conversation entity? Critically, how do we do this without asking the agents to manually create cases or add significantly to their workload?

  • DavidBest Profile Picture
    DavidBest 41 on at
    RE: Omnichannel for customer service chat activities and case management

    Hi Bill,

    That solution looks to be on the mark.

    I'll do some reading and see if it's what we're after.

    Thanks!

  • DavidBest Profile Picture
    DavidBest 41 on at
    RE: Omnichannel for customer service chat activities and case management

    Hi Leah Ju,

    I'll do some analysis but it appears as though the view you're referring to isn't functional in my application.

    Capture3.PNG_2D00_640x480.png_2D00_640x480.png

    In regards to the types of functionality we're seeking to unlock it includes:

    - Attaching a customer record to an activity

    - Capturing notes on the session/activity 

    - Insights Customer Service Historical Analytics reporting

    - Knowledge articles and more

    https://docs.microsoft.com/en-us/dynamics365/customer-service/overview-cases 

  • Verified answer
    RE: Omnichannel for customer service chat activities and case management

     DavidBest - One thing you should look into is what Dynamics CS calls Agent Scripts.  These aren't verbal call scripts but automation that streamlines certain portions of what a CSR might do during an interaction/activity.  Common examples include - searching the KM system for articles, creating a case, sending customers communications, taking notes etc.

    Agent scripts are essentially like macros that automate the clicks a CSR would have to press to complete common tasks.  

    https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-agent-scripts & https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/macros

    You can also tailor the script selected likely based on the situation, incident type, interaction etc.  The setup is found under "Omnichannel admin center --> Agent experience --> click "Manage" via either a) Agent Scripts or b) Macros

    If this isn't the type of thing you're looking for, feel free and reply with a bit more detail on your requirements.

    Here's an example from my system:

    pastedimage1641825351223v1.png

    Setup

    pastedimage1641825501791v2.png

    pastedimage1641825521374v3.png

    Feel free and click "Accept Answer" if this is what you're looking for.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Omnichannel for customer service chat activities and case management

    Hi DavidBest,

    In the conversation form, you can create new cases, which can be associated with conversation automatically.

    pastedimage1641807334645v1.png

    I don't understand 'unlock the case management functionality', can you explain more?

    And you want to create cases automatically based on the conversation, maybe you can use one workflow to create the case after the creation of the conversation.

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