Service by Microsoft Dynamics Demo
We are going to walk through 3 different experiences that will showcase self to assisted customer service scenarios.
Demo Company Profile: Contoso sells Consumer and Commercial Electronic products.
1.
2.
3.
Customer Self-Service experience using Contoso’s Support Portal and Facebook page
Customer Service Representative (Agent) using Microsoft Dynamics CRM Unified Service Desk
Customer Service Manager using Dynamics CRM for Tablet application
Marissa Burnett
Jamie Reding
Service Agent
Service Manager
END CUSTOMER
CONTOSO
CONTOSO
Discovers how to use SelfService capabilities from the
Contoso support portal.
.
An experienced
customer service center
agent.
Customer
V1.0.0
Carlos Grilo
Responsible for the dayto-day operations of the
Customer Experience
Center.
Configuration
SUMMARY
Depending on the complexity of your customer service demo scenario you may or may not need to setup
all setup tracks.
Setup is divided into 4 separate tracks:
1. Portal 2 Case – deployed automatically using Base Demo using DemoBuilder
(Estimated Setup Duration: up to 24 hours)
2. KB Integration – requires Manual Configuration
(Estimated Setup Duration: up to 24 hours)
3. USD/CTI w/Lync – requires Manual Configuration
(Estimated Setup Duration: 1 Hour)
Global Setup
Summary
UP TO 72 HOURS
4. Dynamics CRM for Tablet Application – requires Manual Configuration
(Estimated Setup Duration: 10 Minutes)
Disclaimer:
Track 1: Portal 2 Case
• This implementation uses a professional service solution that can be found on GitHub.
• Submitting a case on the Portal to then view in CRM – we are looking at a 2 minute window when pulling tickets from Portal; therefore,
submitting a ticket should then proceed to view in CRM dashboard in under 2 minutes.
Track 2: KB Integration
• Parature trial must be requested on same tenant as CRM instance.
• Parature trial is for 30 Days only
• Admin Account must be granted API Access and Knowledgebase Administrator in Parature
Administrator account must be used for all configuration changes (admin).
Please make sure you review any open issues with respective workarounds located at the end of this document.
Service by Microsoft Dynamics Demo
Configuration
Portal 2 Case
Track 1
UP TO 24 HOURS
DEPLOYMENT AND CONFIGURATION
 Ensure SLA’s and Entitlements are activated (Service Settings)
• Click Settings | Service Management | Service Level Agreements
• Select the Standard SLA
• Click “Activate” from the ribbon
• Click “Set as Default”
• Click Settings | Service Management | Entitlements
• Ensure all Entitlements have the Standard SLA associated
• Select all Entitlements from the list
• Click “Activate”
 Modify Case Timers
• Select case “Customer needs assistance with Litware Laptop Keyboard X105”
• Click the Ellipsis “…” and select “Run Workflow”
• Select the “Modify Case Timers” workflow
• Click Add, Click OK
Note: It may take a moment for the workflow to complete (Async Process)
Service by Microsoft Dynamics Demo
Configuration
DEPLOYMENT AND CONFIGURATION
 Request Parature Trial – see request and setup guide for detailed instructions
 Configure Parature with CRM - see setup guide for detailed instructions
 Load Sample KB articles using KB Loader
• Download KB Loader and extract for use
• Update KB Loader parameters for your organization
• Edit ConsoleApplication9.exe.config parameters:
•
•
•
•
•
•
•
KB Integration
Track 2
UP TO 24 HOURS
•
ParatureApplicationUser – [email protected]
ParatureApplicationPassword – pass@word1
ParatureApplicationURL – Parature | Setup | System Overview: Subdomain Name
ParatureAccountId – Parature | Setup | System Overview: Account ID
ParatureDepartmentId – Parature | Setup | System Overview: Department ID
ParatureUrl – Parature | Setup | System Overview: Subdomain Name/API/v1
ParatureToken – Parature | My Settings | API Authentication Token: Token
Run KB Loader
 Publish sample KB articles in Parature
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Configuration
DEPLOYMENT AND CONFIGURATION
 Read the USD Administration Guide
• Download Unified Service Desk Guide
 Download USD Package Deployer and USD Desktop Client
• Download USD and extract for use
• Deploy USD Package to CRM Instance using Package Deployer (use third package on the list)
• Video Insert (Pending)
• Install USD Desktop Client on your PC
• Download USD Post Installation Configuration files
• Copy USD Post Installation Configuration files into C:\Program Files\Microsoft Dynamics CRM USD\USD |
overwrite if prompted
USD/CTI w/Skype for Business
Track 3
UP TO 2 HOURS
 Import Skype for Business Solution
• Download the Custom Skype for Business solution
• Import Solution: CRM | Settings  Solutions  Import
• Download Import Data Updates file
• Download CRM Configuration Migration Tool and extract for use
• Import Data Updates
• CRM Configuration Migration Tool -> Import Data Updates file
• Update Jamie Reding User Profile record and Security Role
• Assign – “Lync Configuration” under user record
• CRM Settings | Security | Users | USD Configuration
• Assign – “USD Administrator” role
 Unpack USD CTI Simulator
• Download CTI Simulator file and extract for use
Service by Microsoft Dynamics Demo
Configuration
DEPLOYMENT AND CONFIGURATION
 Download Dynamics CRM for tablet application from the platform Store of your choice
 Install Dynamics CRM for Tablet application
 Assign/Grant “CRM for mobile” permissions to Carlos Grilo (carlosg)
 Login to Dynamics CRM for Tablet application using Carlos Grilo (carlosg), Password: pass@word1
 Default Customer Service Manager Dashboard
CRM Tablet App
Track 4
UP TO 1 HOUR
Service by Microsoft Dynamics Demo
Demo Setup
Instructions
Prep your PC
UP TO 15 MINUTES
SUMMARY
 Login to Office 365
• Enter the URL - http://portal.office.com
• Login as Jamie Reding (jamier)
 Launch CRM
• Open a new tab in existing IE session
• Enter the URL - http://portal.office.com
• Click on CRM in the Office 365 nav bar
• Close Quick Start “First things first” screen and dismiss CRM for Outlook notification
 Launch Parature Portal – use for Portal 2 Case capability in your demo only
• Open a new tab in existing IE session
• Enter the URL http://t2.parature.com/ics/support/mylogin.asp?deptID=50033
• Login to Parature as a Customer
Register using a sample email address such as:
Marissa Burnett | [email protected]
 Launch Facebook Portal
• Open a new tab in existing IE session
• Enter the URL http://on.fb.me/13SXjpF
• Navigate to “Support”
 Launch “USD CTI Simulator”
• Enter ANI: 1-555-555-5555
 Launch “Microsoft CRM for Tablet App”
• Login to app as Carlos Grilo (carlosg)
Service by Microsoft Dynamics Demo
Demo Setup
SUMMARY
 Launch Unified Service Desk (USD)
• Login as Jamie Reding (jamier)
• Click on USD Toolbar “CONTACT SEARCH”
• Click on Contact: “Alex Simmons”
• Click on Cases Tab
• Click on Case “Customer needs assistance with Litware Laptop Keyboard X105”
• Minimize Script Panel
• Click on USD Toolbar “DASHBOARD”
 You are now ready to start your demo!
Instructions
Prep your PC
UP TO 15 MINUTES
Service by Microsoft Dynamics Demo
Demo Script
Narrative
Introduce Web-Self Service Support Portal.
Let’s dive into Self-Service capabilities from the Contoso support portal.
Here we see Contoso’s Support Portal. Contoso sells Electronics.
Highlight key capabilities:
Marissa Burnett
Customer
• Browse knowledge bases – notice how this provides the same experience as customer
receives on Facebook fan page.
• Frequently Asked Questions
• Most recent topics
• Troubleshooter
• Contact options such as Chat
• Proactive Chat option
• Bing Translate
• Support for responsive design to allow access from tablets /mobile devices
END CUSTOMER
Introduce EasyAnswer
Discovers how to use SelfService capabilities from the
Contoso support portal.
.
In many cases I will find my answer right away in the FAQ section. If I do not, I’ll initiate
a search.
With EasyAnswer, as you’re typing in your question, our solution proactively starts to
provide you with contextual answers to your search query.
This is a great way to provide a proactive service experience and also maximize selfservice adoption.
Let’s search for “3D Printers”
Service by Microsoft Dynamics Demo
Demo Script
Narrative
Introduce Self-Service by submitting a case
View Existing Cases
View Case History
Submit a new Case
Click on “Submit a Case”
Marissa Burnett
Customer
END CUSTOMER
Discovers how to use SelfService capabilities from the
Contoso support portal.
.
Enter Case details
This is an example of cross channel service where you move from self to assisted service
with minimal effort from the customer.
Note: This case will now appear on CRM under “What’s New” when you login using
Jamie Reding (jamier) under the CSR SLA Dashboard. This demonstrates continuity
from Parature to CRM.
Service by Microsoft Dynamics Demo
Demo Script
Narrative
Before we jump to the AGENT view we just want to point out that because customers
have different preferences on how they integrate with a brand we ensure they can use
their channel of choice.
I’ll point out that even if your customers channel of choice is the brands Facebook fan
page we ensure a consistent experience.
Highlight key capabilities:
• Provide same FAQ’s, Knowledge in your Facebook page as your support portal.
In addition you can leverage cross-channel capabilities such as Chat and the ability to
leverage social monitoring to identify when a post should be routed to a Customer
Service Agent.
Marissa Burnett
Customer
NEXT: Transition to the Service Agent persona
END CUSTOMER
Discovers how to use SelfService capabilities from the
Contoso support portal.
.
Service by Microsoft Dynamics Demo
Demo Script
Narrative
Introduce Customer Service Representative SLA Dashboard using Unified Service Desk –
the agent desktop!
In this dashboard you can see:
• SLA charts and Cases by interaction channels
• With automatic case creation from email as well as social channels such as Twitter
and Facebook, you can see where your cases are coming from
• You can then use an SLA chart or list to quickly see which cases are nearing violation
and which ones are on track.
We can see here the case that was submitted by the customer on our support portal
under “What’s New”
Jamie Reding
We’ve prioritized cases based on SLA – this way we’re sure to open the most important
cases first.
Service Agent
CONTOSO
Click on Case Tab (previously opened in demo setup step)
An experienced
customer service center
agent.
Service by Microsoft Dynamics Demo
Demo Script
Narrative
From a single screen you have complete insight on what’s important to know about this
case and this customer.
With this insight you can:
Resolve cases effectively through guided process flow, alerts and timers, automatic
processes and advanced queuing and routing.
Immediately see what’s important and what to do next through visual indicators such as
the process flow bar and customer entitlement.
Jamie Reding
Service Agent
See SLA’s in real-time: Use SLA timers to quickly see important SLA milestones. This
helps you prioritize your work and provide excellent service. You can also now pause
and resume cases
Get the complete picture such as customers social details including sentiment and
influence score to give you a complete picture.
CONTOSO
Click on “KB Records”
An experienced
customer service center
agent.
Notice that case title is copied to the Knowledge base area to display relevant answers
based on title context.
Service by Microsoft Dynamics Demo
Demo Script
Narrative
Now let’s focus on the information here in the center of the screen.
We have native Yammer integration for: collaboration
Notes associated to this case for agents to quickly document and obtain historical
insight.
Activities which is basically all the different interaction history with this case at a glance.
To resolve this particular case all we need to do is send an email to the customer with
the knowledge answer. We can do this very easily by simply jumping ahead and clicking
on “respond with resolution” action from within the knowledge answer.
Jamie Reding
But before we resolve this support portal case….
Service Agent
CONTOSO
An experienced
customer service center
agent.
Service by Microsoft Dynamics Demo
Demo Script
Narrative
Our Customer Service Agent happens to be a multiple channel support super agent!
The Unified Service Desk support multi-sessions.
Let’s showcase this capability by simulating an incoming call from an existing customer.
Using the provided “USD CTI simulator” click on “Send to USD”
The Unified Service Desk supports native screen pop functionality therefore if a caller is
found in the system the Unified Service Desk will seamlessly create a new session for
the agent.
Jamie Reding
Service Agent
CONTOSO
An experienced
customer service center
agent.
This opens up another session in USD and there is no action required by the agent
expect to accept the call.
Unified Service Desk can be configured to pop applications based on information from
an incoming call as it is the case for contact centers. We’ve configured this so USD will
open up a case associated with this caller’s phone number.
Notice new session tab with different applications.
Let’s take a look at what happens when a call comes in…
Service by Microsoft Dynamics Demo
Demo Script
Narrative
The Unified Service Desk can be configured to provide guided resolution with call
scripting and guided process workflow.
At each step of resolution guided process guides me through the things I need to focus
on and the script tells me what to say.
And also provides new capabilities such a Call Scripts
Notice how the script updates dynamically. You can configure these scripts whichever
way you like to make sure that your business processes are captured and your agents
provide consistent experiences.
Jamie Reding
Service Agent
CONTOSO
An experienced
customer service center
agent.
Feel free to touch on General and Social Tabs at a glance for quickly presenting the
agent important information about case owner.
Click on “Contact Verified”
Notice how the Account tab comes into focus and we can now see the customers
account verification information.
Click on “Account Verified”
Notice how the Cases Tab comes into focus and we can now see the customers list of
active cases.
We can now either create a new case or work on an existing one.
Service by Microsoft Dynamics Demo
Demo Script
Narrative
I can also use USD to query 3rd-party LOB apps passing contextual information such as
Customer’s address found on the system of record.
Click on “Applications” | “Locate Customer”
Notice how Unified Service Desk opens Bing with our customers address.
From here the agent is able to advice customer on nearest retail outlets.
Providing this level of automation and context saves valuable time and gives your agents
the ability to focus on the customer rather than using ALT-TAB to scroll through
applications.
Jamie Reding
Service Agent
CONTOSO
NEXT: Transition to the Service Manager persona
An experienced
customer service center
agent.
Service by Microsoft Dynamics Demo
Demo Script
Narrative
Customer Service Managers (CSM) can leverage the power of mobility and DCRM to
support their staff with access to key information at their fingertips.
The Customer Service Manager can monitor CSR team’s performance and respond
immediately.
Individual agent performance over time can be viewed to see the impacts of corrective
actions, promotions and new service introductions.
You can see whether an agent needs more training—or a pat on the back for excellent
effort even when on the go, when going from one agent to another, CSM can still keep
track of key cases or key activities or key trends.
Carlos Grilo
Service Manager
CONTOSO
Responsible for the dayto-day operations of the
Customer Experience
Center.
Service by Microsoft Dynamics Demo
Open Issues
ISSUE REGISTER
Issue: Unable to Activate SLA
Resolve by: delete first “initial timer” “follow up by” row before activating SLA under SLA Details
Issue: CTI Screen Pop not finding phone number using: 1-555-555-5555
Resolve by: Update “Alex Simmons” contact profile business phone number: “1-555-555-5555” to “1-555-555-5554”
Service by Microsoft Dynamics Demo