Dynamics 365 Customer Service: Effortlessly Detect Clients in Conversations
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Dynamics 365
Jul 7, 2023 11:00 AM

Dynamics 365 Customer Service: Effortlessly Detect Clients in Conversations

by HubSite 365 about Holger Imbery - (The Cognitive Services Ninja)

power virtual agent | power platform | azure | principal architect

Citizen DeveloperDynamics 365Learning Selection

You can better assist customers by automatically identifying them and viewing their account and case details on the Active Conversation page. One way to achieve

Dynamics 365 Customer Service enhances customer assistance by auto-detecting them and showcasing their account and case details on the Active Conversation page. This can be achieved by setting up pre-conversation quires in chat widgets. The blog article, "Assessing Customer Experience with Surveys" further explores this.
Customer responses can be used to carry out detailed searches within records, and the results are displayed correspondingly. The search is conducted using the Name, Email, or Phone Number fields for accounts or contacts. The account's phone number refers to the Phone field on the Account Summary page, whereas for contacts, it reflects the Mobile Number field on the Contact Summary page. In active case handling, the search is performed using the Case Number field.

  • Enhances customer service through automatic identification
  • Pre-conversation queries aid in customer detection
  • Detailed records search based on customer responses
  • Uses Name, Email, or Phone Number fields for search
  • Utilizes Case Number for active case searches

Advanced Features in Dynamics 365 Customer Service

Dynamics 365 Customer Service provides advanced features like auto-detection of clients, which significantly improves the customer experience. It allows for detailed record searches based on customer responses, and uses various fields like Name, Email, Phone Number for the search, ensuring a broad search base. Furthermore, the Case Number is utilized for active case searches, making data finding in ongoing cases, efficient and streamlined, enhancing overall productivity and customer service.

Read the full article Dynamics 365 Customer Service: Effortlessly Detect Clients in Conversations

Learn about Dynamics 365 Customer Service: Effortlessly Detect Clients in Conversations

Dynamics 365 Customer Service is a powerful tool for businesses to use in order to detect clients in conversations. This can be done by setting up pre-conversation questions in chat widgets. The customer responses can be used to search within records and display the corresponding results. This search can be done for an account or contact using the Name, Email, or Phone Number fields. For accounts, the Phone Number refers to the Phone field on the Account Summary page, and for contacts, it relates to the Mobile Number field on the Contact Summary page. In cases where an active case is being handled, a search is performed using the Case Number field. When an incoming conversation request is received from a customer, the customer's records can be quickly and easily located.

Dynamics 365 Customer Service also allows businesses to assess customer experience with surveys. This can be done through the use of surveys, which can be used to collect feedback from customers on their experience. The results of these surveys can be used to improve customer service in the future.

Overall, Dynamics 365 Customer Service provides businesses with an easy way to detect clients in conversations and assess customer experience with surveys. This helps businesses better serve their customers and ensure they are providing the best possible customer service.

More links on about Dynamics 365 Customer Service: Effortlessly Detect Clients in Conversations

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Keywords

Microsoft Dynamics 365, Customer Service, Automatically Identify Clients, Pre-Conversation Questions, Surveys, Account/Contact Search