Use preferred agent routing to create lifelong customer relationships
Organizations are looking for ways to offer hyper-personalized service and foster deeper relationships with their customers.
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Improve CSAT by connecting customers to agents using automatic assignment in unified routing
Automatic assignment of incoming service requests is one of the most powerful capabilities of unified routing, benefiting customers as well as management and agents. -
Knowledge search enhancements improve agent productivity and customer satisfaction
A comprehensive knowledge base that helps customer service reps find answers to the most common issues quickly is the key to improving productivity and increasing customer satisfaction. -
Workstream fallback queues ensure no customer goes unattended
Imagine your eagerly awaited brand-new speakers finally arrive—and they don’t work. -
Use diagnostics to optimize unified routing for your call center
Customer service organizations enjoy an optimized, efficient workload when unified routing is running smoothly; however, if something goes wrong, you’ll want the streamlined problem-solving capability introduced in Dynamics 365 Customer Service. -
Use intelligence to transform routing of service delivery requests
Any call center that uses unified routing is going to notice gains in efficiency. -
Block time off for resources on the schedule board without changing the working hours
I was recently chatting with a dispatcher who expressed that they would like to block time off on the schedule board for resources without needing to interact with the working hours. -
9 tips to maximize your screen real estate on the schedule board
The schedule board is the primary work space for dispatchers, and every pixel of real estate is essential for maximum productivity. -
How to ignore travel time when searching for resource availability
The Schedule Assistant in Universal Resource Scheduling has an option to “Ignore Travel Time” when searching for availability. -
Get started with Dynamics 365 Service Scheduling
The new scheduling experience in Customer Service Hub is now live. -
Universal Resource Scheduling Solution for Dynamics 365 Update 1
Applies to: Dynamics 365 for Project Service Automation, Dynamics 365 for Field Service This past fall, we introduced Universal Resource Scheduling Solution in Dynamics 365.
