Customer Engagement Functional
In this session, you’ll learn about the next generation of the Dynamics 365 customer care experiences and how it empowers different personas to deliver personalized and efficient services to meet the rising customer needs. You will be introduced to how the tier1 agents can use the upcoming multi-session zero foot-print to work on multiple customer interactions simultaneously. You will also learn about the rich experiences we provide to the tier 2 agents, SMEs and knowledge authors to perform their actions in an effective manner. We will also talk about the new capabilities being enabled for supervisors and business managers, and how they can benefit from the real-time and historical analytics for their organization. You will also be updated about the new capabilities in Unified Service Desk, like the support for Edge and Chrome browser. Finally we will talk about how the different experiences enabling these personas coexist and in what scenarios they are recommended to be deployed.