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New Feature in Customer Service: Customer Support Swarming

Customer Support Swarming

In customer service, one of the most important metrics is the time from registration to ticket closure. In this context, closure means solving the customer’s problem. Dynamics 365 Customer Service offers many features aimed at improving this metric.

For an agent to work effectively, they should have immediate access to the full content of the ticket, the history of conversations with the customer across all channels, as well as AI-suggested solutions to the problem.

Example of Expert Support Automation in Dynamics 365

The report is about a delivery problem. The agent has checked all the information, but still needs to consult a delivery specialist. Dynamics 365 automatically opens the necessary chat and invites an expert to join.
Once the chat is accepted, the expert can start working immediately.

At the same time, the agent can observe the conversation without leaving the case context. As you can see, the application itself selected an expert based on the appropriate attributes. This was possible thanks to the previous configuration, in which the administrator created a list of attributes (competencies) and assigned them to the appropriate experts, specifying the proficiency level for each competency.

Thanks to this functionality, Agents do not need to know which expert deals with which field. All they have to do is open a new swarming and Dynamics 365 will send an invitation to a conversation to the expert with the greatest knowledge of the topic indicated in the ticket. This, of course, saves time and makes it easier to find a solution to your problem quickly.
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