Dynamics 365 Customer Service Admin Center Training April 2023

Dynamics 365 Customer Service Admin Center

Dynamics 365 Omnichannel is deprecated as of April 1, 2023.

You should use the Customer Service workspace and Customer Service admin center model driven apps instead now. To access Dynamics 365 Customer Service workspace and Customer Service admin center, you can go to make.powerapps.com, select the appropriate environment, go to Apps on the left side, and then look for the model-driven apps called Customer Service workspace and Customer Service admin center from the list. Click on the ellipses and then click play to open these apps.

It’s important to note that Omnichannel Admin Center and Omnichannel in general is being deprecated as of April 1, 2023. While support may be available until around June 2024, it’s recommended to either migrate to the new way or start with the new way if Omnichannel hasn’t been used yet. To be clear, the deprecated way is Omnichannel, and the “new way” is using the Customer Service workspace and Customer Service admin center model driven apps instead.

In the Customer Service Workspace, agents can work on multiple cases and conversations simultaneously using the same app, and they can switch between a default workspace and an enhanced multisession workspace. The app also features AI-powered productivity tools, such as Smart Assist, agent scripts, and macros.

In the Customer Service Admin Center, admins can manage customer service settings, configure channels, create queues and routing rules, and access analytics and reporting.

It’s worth noting that the Dynamics 365 Customer Service is a comprehensive customer service management platform that includes not only the Customer Service Workspace and Admin Center, but also features such as Dynamics 365 Customer Voice, Dynamics 365 Field Service, and Dynamics 365 Remote Assist, for instance.

Dynamics 365 Customer Service Workspace

In the Customer Service Workspace app, agents have access to an enhanced multisession workspace, which allows them to work on multiple cases and conversations simultaneously.

This means that they can easily switch between different conversations without losing their place or having to open new tabs. Agents can also customize their workspace to suit their needs, arranging the layout of the different components and widgets to best fit their work style.

The enhanced multisession workspace in the Customer Service Workspace app allows agents to handle multiple customer inquiries and cases simultaneously. This can be especially beneficial for agents working in busy customer service environments, as it enables them to respond to multiple customers at once without losing track of where they are in each conversation.

The workspace also enables agents to customize their layout and use features such as real-time sentiment analysis, co-browsing, and integration with AI-powered chatbots. By having access to these features and being able to manage multiple conversations at once, agents can improve their productivity and efficiency, resulting in faster response times and higher customer satisfaction.

By being able to manage multiple conversations at once, agents can increase their productivity and efficiency. The app also provides access to a range of tools and features designed to help agents provide better service to customers, such as integration with AI-powered chatbots, co-browsing capabilities, and real-time sentiment analysis.

The integration with AI-powered chatbots is one of the standout features of the Customer Service Workspace app. These chatbots can help agents manage the high volume of inquiries they receive by taking care of routine tasks and answering simple questions. The chatbots can also route more complex inquiries to the appropriate agent, saving time and ensuring that customers receive the help they need quickly and efficiently.

Co-browsing capabilities are another key tool that agents can use to improve customer service. With co-browsing, agents can share their screens with customers and guide them through complex processes or troubleshoot technical issues in real-time. This can be especially useful when dealing with more complex inquiries or when customers are experiencing difficulty with a product or service.

Real-time sentiment analysis is also available within the Customer Service Workspace app. This feature uses machine learning algorithms to analyze customer feedback in real-time, providing agents with insight into how customers are feeling and allowing them to respond appropriately. By being able to identify and address negative sentiment quickly, agents can prevent issues from escalating and improve customer satisfaction overall.

The range of tools and features available within the Customer Service Workspace app make it an excellent choice for organizations looking to improve their customer service operations. With its powerful capabilities and enhanced multisession workspace, agents can increase their productivity and efficiency while providing better service to customers.

The Customer Service Workspace app provides agents with a comprehensive and flexible platform for managing customer interactions. Its enhanced multisession workspace, combined with powerful features and tools, makes it an ideal solution for organizations looking to improve their customer service operations.

D365 Customer Service Admin Center Operations Examples

• Manage customer service settings: In the Admin Center, admins can configure global settings for the Customer Service app, such as default time zones, language settings, and email templates. They can also configure settings for individual channels, such as chat, phone, and email, and set up automated responses to common inquiries.
• Configure channels: Admins can manage channels in the Admin Center, which includes setting up and configuring new channels for customer interactions, such as Facebook Messenger or WhatsApp. They can also configure routing and escalation rules for each channel and monitor performance metrics for each channel.
  • Incoming customer requests: Customer requests can come in through various channels such as phone, email, or social media. In the Admin Center, admins can create and manage queues for incoming requests, allowing them to prioritize and assign requests to agents based on various criteria, such as the urgency of the request or the customer’s preferred language. This ensures that customer requests are handled in a timely and efficient manner.
  • Routing and escalation rules for each channel: Admins can configure routing and escalation rules for each channel, such as chat, phone, and email. Routing rules determine which agent or team will handle a specific request, based on factors such as the skill set of the agent or the customer’s preferred language. Escalation rules dictate what happens if a request remains unanswered for a certain period of time, such as forwarding it to a supervisor or another team.
  • Set up automated responses to common inquiries: Admins can set up automated responses to common inquiries, which can help reduce the workload of agents and provide faster resolution times for customers. For example, a customer may inquire about the status of their order, and the system can automatically send a response with the status information. These automated responses can be customized and tailored to each channel, ensuring a consistent customer experience across all channels.
• Create queues and routing rules: Admins can create and manage queues for incoming customer requests, allowing them to prioritize and assign requests to agents. They can also configure routing rules based on criteria such as customer language or issue type, ensuring that requests are routed to the most appropriate agent for resolution.
• Access analytics and reporting: The Admin Center provides access to detailed analytics and reporting tools, allowing admins to monitor key metrics such as queue volume, agent performance, and customer satisfaction scores. This data can be used to identify trends, optimize processes, and improve the overall customer service experience.

The D365 Customer Service Admin Center is a powerful tool for managing and optimizing customer service operations, providing admins with the ability to customize and fine-tune their service delivery to meet the needs of their customers.

You may find that it is already past April 1, 2023, and Dynamics 365 Omnichannel has already been deprecated. Do you want to know how you can leverage the new ways of using  Dynamics 365 Customer Service Admin Center and Dynamics 365 Customer Service Workspace to boos your customer service productivity and stay ahead of the curve? If you do, contact Dynamics Edge today and see how we can help you succeed.