Case Management Scenarios (Episode 07)

Posted on October 7, 2019 by Paresh Sharma

<–Previous Episode

When agents are working on customer issues, it is important that they have all the necessary tools they need to resolve the issue from a single location. Not only does not having this information greatly impact the overall efficiency of an agent, but it can also be frustrating to a customer who needs to wait as the agent bounces around to different areas to get what they need. Providing agents what they need directly from the case they are working on is the most effective way to ensure that agents have the tools they need.

This might include providing the agent access to the following: – A list of tasks they need to be accomplished before the case can be resolved. – Access to the organizations knowledge base to assist in resolving the issue. – A complete contextual history of what has been done on the case.

Access to other similar issues that could be used to assist in the resolution process.

From within the case form they can see general case information such as the case title, customer, related SLA details, related case activities and other related data. Some of the key pieces of information agents can work with include:

  • Timeline: Displays related case activities. Depending on an organizations service model, many organizations track the total time that agents spend on activities associated with a case to determine how much time to bill back to the customer.
    • For example, if an agent placed 3 phone calls to a customer with each of the phone calls lasting 15 minutes, they might bill back a total of 45 minutes to the customer.
  • Related: The related section displays related information that might be either related to the case (such as a knowledge article) or related to the customer that the case is associated with (such as related support contracts, or related cases).
    • Each related item type has a corresponding icon displayed in the related panel that makes it easier to switch between the related items.
  • Business Process Flows: These represent guided processes that are used to guide service agents to a complete case resolution.
    • The case entity might have multiple business process available that can be switched to depending on specific details in the case such as the case type, origin, or other business factors.

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Considerations for Case Creation Automation (Episode-06)

Posted on October 6, 2019 by Paresh Sharma

<–Previous Episode

Organizations often prefer that cases be created automatically in specific instances. For example, your organization might have an email alias like [email protected] that it uses for support requests. For any email requests that are sent to that alias, cases should be automatically created in Microsoft Dynamics 365 and associated with the customer who sent the email.

Automatic record creation and update rules in Dynamics 365 provide a foundation for consuming information from different channels, ingesting them as Dynamics 365 activities like emails or social activities, and automatically creating the appropriate Dynamics 365 records. The following image shows the basic concept.

You can access automatic record creation and update rules from Settings > Service Management in Dynamics 365. When you create a rule, you must define an activity source type for it. Out of the box, the following types of Dynamics 365 activities can be converted to cases:

  • Appointments
  • Campaign Responses
  • E-mails
  • Faxes
  • Letters
  • Phone Calls
  • Service Activities
  • Tasks
  • Social Activities

Any custom activities that are created for an organization can also be converted by using the creation rules.

In addition to defining the source type, you can define a specific queue that the rule will monitor for items of that type. Therefore, you can define multiple rules for a single source type like email, but each rule can monitor a different queue.

Although you can create multiple rules for a single source type, it’s important to remember that you can have only one active rule for the same source type and queue at any time.

For example, for a queue named Support, you’ve defined an active rule named Email to Case that has a source type of E-mails. If you create another rule named Email to Case 2 that also has a source type of E-mails, the Email to Case rule will be inactivated when you try to activate the Email to Case 2 rule.

The same thing occurs if you have two rules that aren’t associated with any specific queue but that have the same source type. Be aware of this behaviour as you design rules.

Depending on the source type, additional conditions can be changed to determine when a record will be created. Here are the options when the source type is set to E-mails:

  • Create records for email from unknown senders: Cases that come from email addresses that aren’t attached to a Dynamics 365 account or contact can be created automatically.
  • Create case if a valid entitlement exists for the customer: A valid entitlement record must exist for the customer who sent the email. This condition doesn’t check the specifics of the entitlement. It only checks that an entitlement exists. If a customer has multiple entitlements, a record will be created.
  • Create cases for activities associated with a resolved case: This condition checks whether the email is related to a recently resolved case, and whether it should be treated as a new case.

This list represents just the options that are available for emails. We recommend that you check out the options that are available for other activity types, like Social Activities. There’s also an option to define additional channel properties. This option can be helpful when you want to extract additional details from something like a social media post and use those details to fill in fields in the newly created record.

After you’ve defined the specifics of the rule, you must save it before you can define the creation and update details. The details are the actual rules that are evaluated and applied, based on information in the activity that’s received. Multiple rule items can be defined for a single rule.

For example, an Email to Case rule might have the following three rule items:

  • Rule item 1: Check whether the sender’s account in Dynamics 365 is a gold customer. If it is, create a gold-level service case for the customer that has an origin of Email.
  • Rule item 2: Check whether the sender’s account in Dynamics 365 is a silver customer. If it is, create a silver-level service case for the customer that has an origin of Email.
  • Rule item 3: Create a case that no service level is defined for and that has an origin of Email.

Each rule item consists of conditions and actions. You must supply a name for the rule item and save it before the conditions and actions will be available.

Conditions

Conditions can evaluate specific contents in the activity that’s being converted to a Dynamics 365 record, or in records that are related to it. For example, a condition might specify that the account or contact record that’s associated with the sender of the email should be looked at. The condition can then check whether the account’s service level field (Custom Field) is set to Gold. This functionality provides more flexibility, because relevant data from Dynamics 365 can also be used as criteria, in addition to the contents of the emails.

Multiple items can be specified in a single condition, and condition items can be specified as either AND or OR conditions.

Actions

Actions have two sections. The first section just lets you create new records. This section is used in most instances where a case should be created. The second section lets you create a record, update a record, send an email, or start a child workflow. This section can be helpful when you want to facilitate additional actions after the initial case is created. These actions include updating information on the account record that the case is related to or starting a workflow that routes the case to a queue.

When records are created, you can dynamically fill in the information in the record, based on content from other records.

How Rule Items Are Applied

Rule items are checked in the order that’s defined in the rule. After the rule finds a matching rule item, it applies that rule item and stops checking for additional matches. You can control the order that rule items are checked in. Therefore, it’s best to put the most specific rules first and work your way down from there.

After a rule is activated, it starts defining cases for email activities that are sent to a specific queue.

For more about automatic record creation and update rules, see Set up rules to automatically create or update records.

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Case Creation & Lifecycle (Episode – 05)

Posted on October 5, 2019 by Paresh Sharma

<–Previous Episode

Cases can be created in multiple ways in Microsoft Dynamics 365, to accommodate the different scenarios that your organization might receive cases from. For example, cases can be created automatically, based on a social media interaction, or agents can create them manually as they take a call from someone. They can even be created through a self-service portal. When you implement a case management strategy, it’s important to consider all the scenarios that your organization might support.

In Dynamics 365, cases can be captured and entered into the system in several ways, depending on the organization’s specific needs (for example, through a self-service portal). Most often, though, cases are created manually or by converting an activity.

Manual Case Creation

In many instances, cases must be manually entered by a service agent. As the agent enters the case, he or she captures relevant information, like the customer, point of contact, issue, and so on. There are two primary ways to manually create cases.

Case Page

The Case page is the most commonly used method for entering cases into Dynamics 365. As a case is entered, the agent who’s entering it specifies details about the case, like the case title, customer, case origin, and so on.

The Case page has all the fields that are available for the case and provides quick access to related records, like knowledge articles. The Case page also provides access to the active business process flow that the case uses. Many items (for example, the timeline) and access to related records aren’t available until the case has been saved for the first time.

The case title and customer fields are required, and must be filled in before a case record can be saved.

Quick Create : Case Dialog

The Quick Create: Case dialog box is a trimmed-down version of the Case page. It has only the most important fields for the case entity. This dialog box is used to quickly enter case information, to save time. You also use this dialog box when you’re creating a case in the context of another record. For example, if you add a case directly from an account in Dynamics 365, you’ll use the Quick Create: Case dialog box.

Quick Create dialog boxes can be accessed from the top navigation bar in the application, or from the related panel or an attached sub-grid on a parent record. Although a Quick Create dialog box isn’t available by default for every entity, it’s available for the case entity. Therefore, when you add a case from a related record, you use the Quick Create: Case dialog box.

Converting Activity Records to Cases

Sometimes, a case might be the result of an activity like an email, phone call, or task. For example, a support agent might receive an email request for service directly from a customer. In these situations, you can convert activities directly to Dynamics 365 case records. The record creation and update rules in Dynamics 365 are used to automatically convert specific activities to Dynamics 365 records. This conversion can also be done manually on an individual record.

Out of the box, the following types of Dynamics 365 activities can be converted to cases:

  • Appointments
  • Campaign Responses
  • E-mails
  • Faxes
  • Letters
  • Phone Calls
  • Service Activities
  • Tasks
  • Social Activities

Any custom activities that are created for an organization can also be converted to cases. For example, an organization might create a custom activity named SMS messages that’s used to work with text messages. These activities can also be converted to cases.

From within a specific activity, select the Convert To button on the command bar. You can then select whether to convert the activity to an opportunity or a case.

After you select To Case, the Convert to Case page appears. This page provides more information and lets you do things like close the activity as finished.

Channel Considerations

Because so many avenues are available for customer interaction, organizations are providing more and more channels that customers can submit support cases from. The channel that a case is submitted from can influence how the case is routed or which customer support contract the case is applied to. Because this information can be critical, Dynamics 365 lets you select, directly on the case record, the specific channel that a case was received from.

Out of the box, Dynamics 365 includes the Phone, Email, Web, Facebook, and Twitter channels, as shown in the image. But because most organizations have different channel needs, more channels can be added.

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Case Management Overview (Episode-04)

Posted on October 4, 2019 by Paresh Sharma

<– Previous Episode

What is a Case?

A case typically represents a situation or incident that’s reported by a customer and that requires a resolution. Cases are designed to track the process from the initial intake of an incident, through the remediation process, to the final resolution. From a customer service standpoint, a case can represent several items. Here are some common examples:

  • Questions: The customer might have a specific question about a product or service. For example, a customer contacts a support agent to ask for information about the organization’s insurance policy, like the deductible or benefit amounts.
  • Requests: The customer might have a specific request, like a request for more information or some type of action. For example, a customer contacts an organization to request that someone come out to do a property inspection.
  • Issue: The customer might be having a problem that must be fixed, like a warranty claim, a billing dispute, or a flaw in a product. For example, a customer contacts a support center because of a billing error on her mobile data plan.

Customer Service has several components that work together to provide an end-to-end case management solution that not only helps identify cases but also routes each case to the most appropriate agent who can provide guidance and resolve the case. Here are some of the most commonly used components:

  • Cases: A case represents a single incident of service. In other words, it represents anything, in the context of a customer interaction, that requires some type of resolution or answer. Multiple cases can be associated with a single customer at any time.
  • Activities: An activity typically represents an interaction with a customer, like a phone call. Multiple activities can be associated with a single case.
  • Entitlements: Entitlements specify the amount of support services that a customer is entitled to. Think of them as support contracts.
  • Knowledge articles: The knowledge base is a repository of informational articles that help customer service representatives resolve cases.
  • Queues: A queue is a place to organize and store activities and cases that are waiting to be processed.
  • Service level agreements (SLAs): SLAs are a way to track and define what should happen when a case is opened, like how long it should take to respond to a customer.
  • Record creation and update rules: Record creation and update rules can be applied to different activity types to automatically create Dynamics 365 records.
  • Routing rules: Routing rules are applied to cases to automatically route them to a specific queue or user.
  • Business process flows: A business process flow represents a guided process that has different stages and steps that are used to resolve a specific item, like a case.

Let’s look at an example that shows how all these components work together to provide an end-to-end solution.

In this example, the customer is a gold customer. The entitlement record that’s associated with this gold customer specifies that the customer is entitled to open 15 cases with the organization.

  • The customer can open these cases from multiple channels, including phone, a mobile app, social media, or email. (In this example, the customer has sent an email.)
  • After the customer email is received, record creation rules identify who the email came from and the content of the email. This information is used to create a new case in the application.
  • After the case is created, a routing rule automatically routes the case to the gold customer queue. An SLA is used to determine that initial contact with the customer must be made within 15 minutes.
  • A support agent who has access to the gold queue grabs the case from the queue to work on it. This agent is now responsible for resolving the case.
  • A case resolution process flow is used to guide the agent through the process of resolving the case.
  • The agent finds a knowledge article that might provide a resolution to the case, emails the article to the customer, and resolves the case.
  • The customer’s entitlement record is updated to reflect the fact that 14 cases now remain on the customer’s entitlement.

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Understand the Modern Customer Journey (Episode-03)

Posted on October 3, 2019 by Paresh Sharma

<– Previous Episode

Service has changed drastically over the last five to ten years. In the past, a customer would call and be put on hold until somebody picked up the phone to help. Today, the support landscape looks very different.

Today’s customer can start a support journey from multiple starting points. Customers have different channel preferences and expect an effortless experience across all channels.

With the advent of self-service capabilities, customers can now start educating themselves by using any of these resources:

  • Portals with an interactive bot
  • Live chat capability
  • Interactive kiosks
  • A mobile app deployed by the customer’s organization
  • Remote sharing of screens between a service agent and the customer
  • Any number of social networks, including Facebook and Twitter

As this list shows, we can never be certain just where the customer is coming from. Therefore, we must be prepared, with all possible channels and media open and listening.

Omni- Channel Experience

Improve agent productivity and reduce effort to serve across disparate channels & LoB apps.

Customer Perspective and Expectations

It isn’t enough just to have a bunch of different channels. Your service organization must be integrated, so that:

  • All the support channels have the same information. You don’t want the advice that your bots give to differ from the advice that a customer representative would give.
  • Your support channels are seamlessly connected. You want information to be able to pass easily from one channel to the other.

The complexity doesn’t stop there. In general, the modern service company must consider the following:

  • Social media: Customers are highly active on social media. They don’t just leave comments about the things they like. They’ll also comment—loudly—about what they don’t like. What’s more, many of their friends—your potential customers—are listening to those comments and forming their own opinions of your company.
  • Company size: Companies often want to target both small and enterprise customers through the same set of channels.
  • Support for contract and non-contract customers: Everyone gets support, not just those with service level agreements (SLAs). Again, you don’t know where new customers are coming from.
  • Fast response times: Customers expect fast response times. If you can’t give them a timely response, they’ll go elsewhere—maybe even to your competitors, who might have a better support channel in place.
  • On-site support: Sometimes, customers can’t be helped online. In this case, they often expect the service company to visit them at their place of business or in the field to resolve an issue.

Typical Customer Journey

The typical customer will follow a specific path to get a resolution to an issue:

  1. Self-assistance: When people need help, the first thing they do is go on the internet and see if they can fix the issue themselves. They’ll visit a few forums and newsgroups, and ask a few questions, hoping for a quick fix. They might visit the company’s website and do some research while looking around in the documentation.
  2. Initial case creation and routing: Cases will be generated from multiple channels. They can then be routed to specific queues, based on factors like whether there’s a contract, whether the customer is a preferred customer, or whether a technician who’s qualified to handle the issue is available on a specific queue.
  3. Case management and resolution: A service agent will now track all communication with the customer and follow a dedicated case resolution process while using an internal knowledge base. At this point, customer communication can be through email, text messages, or a phone call. Cases are typically tracked to create a historical log of what happened with the customer. The Knowledge Base will also be built out, so that other service representatives can take advantage of knowledge from past cases.
  4. Post-case activities: Customer service organizations are paying more and more attention to what they do after a case is resolved. These post-case activities are now seen as critical. Companies now want to get feedback from customers about the quality of the interaction, as a way to keep channels open and encourage the customer to stay with the company. To gain more insights from the case and further build out their knowledge base, companies might send customers a survey with specifics of the case.

In the modern world, this is typically how customers interact with a support organization within companies.

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Customer Service Core Components (Episode-02)

Posted on October 2, 2019 by Paresh Sharma

<– Previous Episode

Now we’ll look at the basic record types that are used for service management.

Types of Records

Customer records: In Microsoft Dynamics 365 for Customer Service, customer service requests are typically managed in relation to an existing contact or account record. These contacts and accounts are also used by other areas of business operations, like sales or marketing.

  • A contact represents a person, just as it does in Microsoft Outlook.
  • An account represents a company, organization, or group of people.

Although these are the typical uses of accounts and contacts, different Customer Service deployments might use these record types differently. But they’re both typically referred to as customers. For example, when entering the customer on a case, you can select either an account or a contact.

Cases: Cases are the fundamental record type in service management and represent a single incident of any requested service. Different organizations might use different terms to refer to cases: incidents, tickets, service requests, and so on.

In other words, cases are anything in the context of a customer interaction that requires some type of resolution or answer. Many cases can be associated with a single customer record at the same time. In Customer Service, customer representatives can view open and resolved cases from the customer record.

Activities: Interactions between a business and its customers that are considered important enough to track in Customer Service are known as activities. Activities can be associated with many kinds of records in Customer Service. You can open the record and find the activities under Closed activities or Open activities.

  • Closed activities are those that have been marked as completed.
  • Open activities either haven’t been marked as completed or are waiting for completion at a different date and time.

Entitlements: Entitlements can be used to specify how much support services a customer is entitled to. For example, a customer’s entitlement in Customer Service might allot ten support cases that the customer can use at his or her discretion.

Entitlement channels: Entitlement channels can be used to specify the type of service a customer is entitled to. There are five entitlement channels:

  • Phone
  • Email
  • Web
  • Facebook
  • Twitter

Knowledge Base articles: The Knowledge Base in Customer Service is a repository of informational articles that help customer service representatives resolve cases. In some organizations, the information in the knowledge base helps employees not only resolve issues but also ask follow-up questions.

Typically, this information is about the company, product questions and answers, and any other kind of information that can help employees better handle customer inquiries, requests, or issues.

Resolution activities: After all the activities for a case are resolved, the case itself can be resolved. After the case is resolved, an activity of the Resolution Activity type is created. This activity is found in the closed activities associated with a case. Resolution activities show the case’s resolution and how much time was spent on the case.

Queues: A queue is a place to organize and store activities and cases that are waiting to be processed.

For example, an organization might have a support team that has the email address [email protected]. If the support team receives an email that’s sent to this address, a member of the team handles the support case and works to resolve the issue for the customer.

Queues in Microsoft Dynamics work the same way.

Products: Products in the Microsoft Dynamics CRM Product Catalog can be related to a customer service case. Therefore, they can help provide a more detailed view of cases, resolutions, and customer feedback at a product level.

Although products can be associated with cases to better categorize the types of cases, this association will not have an impact on pricing or invoicing. In addition, using products together with cases is optional and might not be applicable to all organizations.

Goals: In addition to reporting on and analysing the information in Customer Service, organizations can use the Goal Management features to establish and track progress against target values for key performance indicators (KPIs). For service management, these KPIs might include metrics like resolved cases or in-progress cases.

Service level agreements: Service level agreements (SLAs) are a way of tracking and defining what should happen when a case is opened. You can track things like when a case was first taken by a support engineer and how long it took to resolve the case. You can also send emails based on specific warning and failure timelines.

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Introducing Dynamics 365 for Customer Service (Episode-01)

Posted on October 1, 2019 by Paresh Sharma

Customer service is a key aspect of any customer relationship management strategy. Microsoft Dynamics 365 for Customer Service has many features that organizations can use to manage the services they provide to customers.

Customer Engagement

Overview of Customer Service Landscape

To help you better understand the context of customer service, let’s review some real-life customer scenarios:

Addressing and solving customer or product issues: Paul Cannon is a customer of Contoso Bicycles. He recently discovered that the suspension on his Contoso mountain bike is defective and isn’t working correctly. Paul contacts Contoso Bicycles to discuss the issue and get help with his bike. The issue is logged in the Mountain Bikes Support Request queue.

Rob, the Mountain Bikes Support Specialist for Contoso Bicycles, receives the issue through Customer Service. He then works with Paul to schedule a service activity to repair or replace the defective suspension.

Receiving and answering customer questions: Jim Glynn is a customer of Fabrikam Furniture. He recently received a table that he bought through the Fabrikam website. Jim tries to assemble the table, but he isn’t sure he’s doing it correctly. He contacts Fabrikam Furniture to ask questions and get help with his table.

Sidney, a Customer Support Specialist at Fabrikam Furniture, receives Jim’s questions. He uses the Knowledge Base in Customer Service to find a frequently asked questions (FAQ) document for the table. He then uses that document to help answer Jim’s questions.

Collecting and applying customer feedback: Maria is the Products Manager for Tables and Chairs at Fabrikam Furniture. She wants to collect feedback about the at-home assembly process when customers contact Fabrikam. She uses the case management functionality of Customer Service to capture this feedback. She can also analyse the tables and chairs that cause the most issues during at-home assembly, and those that are easier to assemble. Additionally, Maria can determine which instructions for at-home assembly of tables and chairs must be prioritized for editing and review.

Understanding Today’s Customer

Today’s customer (Customer 2.0):

  • Wants it all and wants it now
  • Wants to be on control of the experience without interface

Customers today are more informed than ever. Customers are used to getting what they want, when they want it, the way they want it.

Think of the typical process of buying a TV:

  1. Before you go to the store to buy the item, you probably do some research on the internet.
  2. You might select several TVs and compare the different options and features.
  3. You’ll likely check out customer reviews and determine which TV you think is best before you set foot in a store.
  4. After you’re in the store, you might engage with a sales rep, but you already have a good idea of what you’re looking for.

The same process can be applied across different experiences. Customers want to be in control of the experience, and they prefer little or no interference as they work through the process. Customers should have the flexibility to drive the engagement experience but still be able to engage with live agents. But any such engagement should be on their terms.

Trends Influencing Customer Service

There are many trends that are currently affecting how customer service works. As a service organization, it’s important that you understand what those trends are and how you can take advantage of them to enhance and drive the customer experience. Here are some of the trends influencing service today:

  • Mobile devices: With so many mobile devices available today, people are no longer engaging with customer service just through a phone call or email. They want to be able to access portal information on their mobile devices or engage with an agent through a chat that they initiate on their device.
  • Social media: People aren’t usually shy when it comes to expressing their thoughts and opinions on social media. You must be able to take advantage of this platform to ensure that customer issues or complaints are handled the same way they would be if the customer engaged directly with support.
  • Self-service: Self-service can mean different things:
    • It can be as simple as providing a knowledge base that customers can use to find answers to simple procedural questions.
    • It can involve letting customers manage their accounts.
    • Sometimes, it can involve giving customers a way to engage with other customers who are in the same situation.
  • Internet of Things: With more and more devices connected to the internet and communicating back and forth, it’s important to take advantage of the technology used on these devices to engage in service calls. Here are some of the ways this can be done:
    • Anomaly detection
    • Predictive maintenance
    • Using the data that’s collected to help drive service offerings in the future
  • Customer engagement: Engagement is more than just reaching out to gain customers opinions. It can include knowing these details:
    • When is the right time to engage?
    • What channels should be used?
    • What information should you collect?

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D365 – Create Alternate Keys

Posted on August 19, 2019 by Paresh Sharma

Alternate Keys facilitates two functions inside Dynamics 365:

  • Duplicate detection based on a combination of fields.
  • Integrating Dynamics 365 with existing systems, using SDK.

For Example: Duplicate detection rule for Account: Combination of First Name, Last Name and Email.

Each alternate kay must be given a unique name.

Alternate key can consist for one or more fields.

After creating Alternate key, you can use CD to integrate with external applications.

To Create Alternate Keys:

  • Open Customization
  • Click Keys under an entity (for example: Contact)
  • Click New to create a new entity.
  • Select the keys for which you would like to track duplicate records (let’s say Email and Fax).

  • Click OK and Publish Customization.
  • Try creating two contacts with same Email and Fax and check if you receive a duplicate key warning.

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D365 – Use Rollup Fields

Posted on July 23, 2019 by Paresh Sharma

  • Rollup Fields rollup information from the related records (or in other words, it aggregates value of related records).
  • Example: Total estimated revenue of open opportunities of an account, Number of high priority open cases across all accounts, etc.
  • Functions available:
    • Sum
    • Count
    • Min
    • Max
    • Avg

    How it Works?

    Let us say, we need to see how many bookings does a Contact have?

  • Customize the system
  • Go to Contact Entity and add a new Rollup field as shown below:

  • Add this field to the Contact form.
  • Create some Booking Details with various Agents (Contacts) and then check the contact form for the result:

    NOTE: If you do not see a value, click Recalculate function.

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D365 – Use Calculated Fields

Posted on July 22, 2019 by Paresh Sharma

  • Calculated Field allow you to automate manual calculations used in your business.
  • Calculated field comprises of calculations that use fields from current entity or related parent entity.
  • It has two important sections: Conditions and Actions.
  • Example: Weighted Revenue, Contact Number, Lead Score, etc.
  • Calculation field option is available for the following data types:
    • Single Line of Text
    • Option Set
    • Two Options
    • Whole Number
    • Decimal Number
    • Currency
    • Date and Time

Example: Single Line of Text

Example: Date and Time

Example: Decimal Number

Add these fields to the form and check how the field behaves.

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