This post was co-authored by Safiyyah O’Quinn, Senior Product Marketing Manager and Ghazanfar Riaz, Head of Digital Consulting, Visionet

Fast, efficient service, it’s what everybody wants. And today’s field service organizations are answering the call by adopting next-generation AI technologies that can help them be more flexible and responsive to customers while also driving revenue, reducing overtime, and ensuring more predictable arrival and completion times. Service managers, field technicians, and customers all benefit.

Streamlining work order and resource management to improve service metrics is always top of mind for field service managers. Microsoft Copilot in Dynamics 365 Field Service brings the power of next-generation AI to field service managers, enabling them to automate work order management and optimize scheduling with data-driven recommendations based on travel time, resource availability, and skill sets. Recently, we announced new capabilities in the Microsoft Dynamics 365 Field Service web app that enable field managers to interact with Copilot using natural language to find pertinent information about work orders. Copilot can assist in retrieving work order details, summarizing them, and presenting them in an easily digestible format. Copilot can also go beyond searching work orders to searching other Microsoft Dataverse records including accounts, contacts, opportunities, and more. In addition, field service managers can now configure data that Copilot uses to generate work order summaries in Dynamics 365 Field Service for more advanced reviews before closing work orders to ensure they’re meeting customer needs.

Resource Scheduling Optimization (RSO) is an add-in to Dynamics 365 Field Service that automatically suggests the technicians, equipment, and facilities (such as warehouses) best equipped to handle a given job. Ghazanfar Riaz, Head of Digital Consulting at Visionet, a Microsoft Managed Partner, believes that having the ability to extend Field Service in conjunction with Resource Scheduling Optimization and Microsoft Copilot Studio can help service organizations be more customer-centric, flexible, and efficient.

“Dynamics 365 Field Service has catalyzed a shift towards smarter, more efficient field services management. With the integration of Microsoft Copilot into Dynamics 365 Field Service, service organizations are now more equipped to consistently exceed customer expectations and build long-lasting relationships at every point of interaction.”

Ghazanfar Riaz, Head of Digital Consulting, Visionet

Microsoft’s latest update to Dynamics 365 Field Service introduces enhanced Copilot capabilities, designed to serve as a field service manager’s AI assistant. Using natural language, managers can now converse with Copilot to swiftly extract essential details and summaries from work orders and transform complex data into clear, actionable insights. Field service managers can also use Copilot to adeptly navigate Dataverse records, including accounts, contacts, and opportunities, for a more holistic view of the customer landscape.

Additionally, field service managers can tailor how Copilot generates work order summaries to help ensure the best possible schedules for field technicians and the best possible outcomes for customers. By using Copilot in Dynamics 365, field service management becomes a more intuitive and intelligent experience, ensuring customer needs are not just understood but anticipated and met.

Let’s take a closer look at how Visionet extended Dynamics 365 Field Service and RSO capabilities to achieve a more customized, adaptable system and greater efficiency in resource scheduling scenarios.

Optimizing schedules for field service technicians

With rising customer expectations, many service organizations have opted to supplement their operations by using contractors or other third-party services to address any gaps in service. In these cases where contractors or third parties are involved, knowing what resources to use—especially when automating resource scheduling for efficiency—can be tricky and time consuming. In addition, contractors and third-party resources are often more expensive than in-house technicians, so many service organizations want to ensure they’re using those resources strategically.

Service managers often find themselves manually reallocating contractors or other third-party resources, consuming valuable time. Visionet identified an opportunity to enhance Field Service RSO, which facilitates automated schedule creation, by extending its capabilities to offer improved scheduling insights and enable automation on a larger scale.  Service managers can efficiently assign bookings by setting preferences for factors such as cost (weighing the use of in-house technicians against contractors), skill set, territory, and availability. With these preferences established, service managers and dispatchers can use this enhanced RSO feature to optimize daily or weekly schedules more effectively and generate precise recommendations.

Visionet is collaborating with service organizations to further augment Field Service RSO by integrating Copilot automation capabilities. Using natural language interactions, field service managers can quickly pinpoint specific resources or assets needed for jobs. This helps ensure that work orders are evenly distributed, skill sets are appropriately matched to tasks, and more costly resources are employed judiciously to maintain cost efficiency.

Managing downtime for field service technicians

Downtime for field technicians, particularly when it’s unexpected, can disrupt service and revenue. Service managers often find themselves needing to reorganize schedules due to unforeseen circumstances such as illness, emergency calls, mandatory training, or meetings that prevent technicians from being in the field. Recognizing this challenge, Visionet enhanced the Field Service RSO by incorporating customizations that improve scheduling flexibility.

Now, service managers can specify planned, non-productive events like mandatory training sessions, weekly team meetings, work breaks, and other time off directly within the system and specify whether they are one-time or recurring. The RSO uses this information to automatically adjust schedules accordingly and ensure no service interruptions occur.

Responding in real time to daily schedule changes

For many service organizations, things can change from minute to minute. Customers can experience outages due to weather, utility maintenance, road construction—the possibilities are endless. In addition, field technicians can get held up by traffic or an accident on the freeway, or even by a customer issue that was more complicated than what was initially scoped. And sometimes, customers need to cancel or reschedule service—even when a technician is already on the way. To help with this, Visionet enhanced Field Service RSO so service managers can use the Intra Day feature to help optimize work order schedules on the fly. With this feature, service managers can dynamically adjust a day’s schedule in response to various situations such as cancellations or rescheduling, incoming high-priority trouble tickets, unexpected gaps in technicians’ schedules, delays in ongoing assignments, or fluctuations in resource availability. This level of agility in scheduling ensures that service disruptions are handled with maximum efficiency.

Take, for instance, a scenario where a customer faces an unexpected broadband outage during the day, and the problem can’t be fixed remotely. In that case, a service manager may dispatch a field technician to the location to resolve the issue quickly and limit service interruption. Reviewing the Field Service RSO board, the manager can find an available technician with the expertise that’s best suited to address the customer’s issue promptly. The manager then assigns the new work order and reorganizes the day’s schedule to accommodate this change.

Dynamics 365 Field Service

Interact with Copilot using new capabilities in the Field Service web app.

Learn more

Stepping up field service with next-generation AI

We’re excited to be sharing all the ways you can use Copilot Studio with Copilot in Dynamics 365 Field Service to extend AI capabilities that can help make your field service organization more efficient, productive, and responsive to customers.

We invite you to visit the Microsoft booth (216), along with our partners, at Field Service Palm Springs to discover how Copilot in Dynamics 365 Field Service works alongside frontline teams to streamline work order management and increase technician productivity. Learn more about AI-powered experiences for your frontline on Monday, May 6, by attending:

• Chair Opening Remarks by Héctor Garcia Tellado, General Manager, Microsoft Dynamics 365 Frontline Applications
• The Customer Journey Panel: Revaluating and Remapping Service Workflows to Optimize Automation Tool Adoption and Enhance CX

The post Enabling fast, flexible, cost-effective service with Microsoft Copilot in Dynamics 365 Field Service appeared first on Microsoft Dynamics 365 Blog.

Editor: Denis Conway

Introduction

This blog post is a follow-up to the Leverage Warehouse management only mode to optimize your business blog post. Warehouse management only mode was presented as a transformative tool for enhancing warehouse operations without the need for extensive system overhauls. Warehouse management only mode improves efficiency, and flexibility within existing infrastructure. The preview release of Warehouse management only mode was explored to discover its potential in revolutionizing warehouse management practices.

In this blog post you will learn about how a wholesaler used the Warehouse management only mode feature in Microsoft Dynamics 365 Supply Chain Management to handle shared warehouse operations for multiple sales subsidiaries.

Business requirements

The client’s requirement was to distribute product master data among all sales subsidiaries, and to restrict each one to managing only their own physical inventory in the same distribution centre (DC) building. The DC building needed to handle all inbound, outbound, and correction updates for all sales subsidiaries.

Implementation

The client chose to use Microsoft Dynamics 365 Supply Chain Management in a single-instance deployment model. They set up a separate legal entity for each sales subsidiary and an additional legal entity for distribution.

The implementation uses an inventory owner dimension for each sales subsidiary to control the physical inventory in the DC for the same item numbers. This ensures that the DC only allows shipping an item when physical inventory exists for the related legal entity.

The distribution legal entity maps item numbers using a dedicated source system record to define the source system items.

Each sales subsidiary has an external warehouse linked to the DC building in the distribution legal entity.

The system automatically creates inbound and outbound shipment orders each time a sales subsidiary releases purchase and sales orders against the DC.

The DC can combine several shipment orders from different sales subsidiaries into a single load and report back via an external warehouse shipment order updates message to each of the legal entities, when it completes the receiving or shipping of the requested inventory.

In each sales subsidiary an automated process updates the related purchase and sales order line transactions, so each sales subsidiary can continue with the order processing.

Conclusion

In conclusion, the integration of Warehouse management 0nly mode within Microsoft Dynamics 365 Supply Chain Management has effectively addressed the intricate demands of the wholesaler, facilitating streamlined management of shared warehouse operations across multiple sales subsidiaries. Through the utilization of this advanced feature, the client has realized significant improvements in efficiency and flexibility within their existing infrastructure.

The establishment of separate legal entities, coupled with meticulous configuration of inventory owner dimensions and source system mappings, has ensured seamless management of physical inventory for each sales subsidiary within the distribution centre. Moreover, the automation of inbound and outbound shipment orders, alongside the capability to consolidate multiple orders into a single delivery, has greatly enhanced logistics processes and overall operational efficiency.

As a result, the wholesaler is positioned to capitalize on the benefits of this implementation, with optimized warehouse management practices fostering smoother operations and laying the foundation for future growth and success. Don’t miss this opportunity to try out this feature and see how it can transform your business. 

Learn More

Try out the preview release today and get ready to experience the power of Warehouse management only mode.

To learn more about how Warehouse management only mode works and how to set it up, see Warehouse management only mode in Supply Chain Management.

Dynamics 365 Supply Chain Management capabilities

Modernize your supply chain to enhance visibility, improve planning, streamline procurement, and optimize fulfilment – Learn More

The post Maximizing Efficiency: Operating an External Shared Warehouse with Warehouse Management Only Mode appeared first on Microsoft Dynamics 365 Blog.

Editor: Denis Conway

Introduction

This blog post is a follow-up to the Leverage Warehouse management only mode to optimize your business blog post. Warehouse management only mode was presented as a transformative tool for enhancing warehouse operations without the need for extensive system overhauls. Warehouse management only mode improves efficiency, and flexibility within existing infrastructure. The preview release of Warehouse management only mode was explored to discover its potential in revolutionizing warehouse management practices.

In this blog post you will learn about how a wholesaler used the Warehouse management only mode feature in Microsoft Dynamics 365 Supply Chain Management to handle shared warehouse operations for multiple sales subsidiaries.

Business requirements

The client’s requirement was to distribute product master data among all sales subsidiaries, and to restrict each one to managing only their own physical inventory in the same distribution centre (DC) building. The DC building needed to handle all inbound, outbound, and correction updates for all sales subsidiaries.

Implementation

The client chose to use Microsoft Dynamics 365 Supply Chain Management in a single-instance deployment model. They set up a separate legal entity for each sales subsidiary and an additional legal entity for distribution.

The implementation uses an inventory owner dimension for each sales subsidiary to control the physical inventory in the DC for the same item numbers. This ensures that the DC only allows shipping an item when physical inventory exists for the related legal entity.

The distribution legal entity maps item numbers using a dedicated source system record to define the source system items.

Each sales subsidiary has an external warehouse linked to the DC building in the distribution legal entity.

The system automatically creates inbound and outbound shipment orders each time a sales subsidiary releases purchase and sales orders against the DC.

The DC can combine several shipment orders from different sales subsidiaries into a single load and report back via an external warehouse shipment order updates message to each of the legal entities, when it completes the receiving or shipping of the requested inventory.

In each sales subsidiary an automated process updates the related purchase and sales order line transactions, so each sales subsidiary can continue with the order processing.

Conclusion

In conclusion, the integration of Warehouse management 0nly mode within Microsoft Dynamics 365 Supply Chain Management has effectively addressed the intricate demands of the wholesaler, facilitating streamlined management of shared warehouse operations across multiple sales subsidiaries. Through the utilization of this advanced feature, the client has realized significant improvements in efficiency and flexibility within their existing infrastructure.

The establishment of separate legal entities, coupled with meticulous configuration of inventory owner dimensions and source system mappings, has ensured seamless management of physical inventory for each sales subsidiary within the distribution centre. Moreover, the automation of inbound and outbound shipment orders, alongside the capability to consolidate multiple orders into a single delivery, has greatly enhanced logistics processes and overall operational efficiency.

As a result, the wholesaler is positioned to capitalize on the benefits of this implementation, with optimized warehouse management practices fostering smoother operations and laying the foundation for future growth and success. Don’t miss this opportunity to try out this feature and see how it can transform your business. 

Learn More

Try out the preview release today and get ready to experience the power of Warehouse management only mode.

To learn more about how Warehouse management only mode works and how to set it up, see Warehouse management only mode in Supply Chain Management.

Dynamics 365 Supply Chain Management capabilities

Modernize your supply chain to enhance visibility, improve planning, streamline procurement, and optimize fulfilment – Learn More

The post Maximizing Efficiency: Operating an External Shared Warehouse with Warehouse Management Only Mode appeared first on Microsoft Dynamics 365 Blog.

Editor: Denis Conway

Empower your manufacturing journey with Tracked Components: Unveiling the future of precision, compliance, and efficiency in Dynamics 365 Supply Chain Management

Introduction

We’re thrilled to unveil the public preview of our latest feature, Tracked Components, as part of our manufacturing capabilities in Dynamics 365 Supply Chain Management. This feature, released in version 10.0.40 on April 26 2024, streamlines the process of registering batch and serial numbers for components used in manufacturing processes, seamlessly matching them to the batch and serial numbers for the finished products being produced.

Enhanced track and trace capabilities in manufacturing offer a compelling value proposition. They provide real-time visibility into the supply chain, ensuring quality control, regulatory compliance, risk mitigation, enhanced productivity, and improved customer satisfaction. These systems empower manufacturers to optimize operations, reduce errors, and base decisions on data, ultimately leading to increased efficiency and superior products.

Boosting Manufacturing Precision with Tracked Components

At Contoso Inc., Jody, responsible for assembling loudspeakers, must register the serial numbers of the components used and match them to the speaker’s serial number during assembly.

Jody selects the assembly job she is working on in the Production Floor Execution interface and open the Tracked components page. First, Jody scans the serial number of the speaker, and then the serial numbers of the two tracked components used in the assembly. The association between the serial numbers of the components and the serial number of the speaker is now complete. As Jody completes the assembly job, all the serial numbers Jody registered are automatically deducted from inventory and consumed.

During quality inspection, an issue is discovered with on one of the speakers Jody assembled early that day. Peter, the quality supervisor, opens the Item tracing report and scans the serial number of the affected speaker to trace the component serial numbers used for further inspection.

Additional information

• Batch and serial numbers can be registered as tracked components in both production and batch orders.
• This feature is accessible in both the web client and the production floor execution interface. Within the web client, the interface for registering tracked components is accessible from various points such as routes, jobs, picking list journals, start and report as finished dialogs, and the current operations page.
• Batch and serial numbers can be registered using either the keyboard or barcode scanning operations. The feature supports GS1 barcodes, enhancing efficiency by reducing the number of scans required during the registration process.
• This feature is prepared for integration to the Traceability add-in for Dynamics 365 Supply Chain Management. The Traceability feature (coming in 2024) seamlessly integrates with the tracked components feature, offering visibility into the genealogy tree, also known as the As-Built BOM structure. This integration enables tracking of the assembly process throughout manufacturing. Furthermore, the feature includes forward and backward search capabilities against the genealogy tree. This empowers manufacturers to not only trace product histories but also manage component associations with greater precision.

Key Business benefits to utilizing Tracked Components

Benefits of Introducing Tracked Components in Manufacturing for Dynamics 365 Supply Chain Management:

• Enhanced Efficiency: Tracked Components streamline the process of registering batch and serial numbers for components used in manufacturing processes. This efficiency boost translates into time savings and smoother operations on the production floor.
• Improved Quality Control: With real-time visibility into the supply chain, manufacturers can ensure that components meet quality standards before they are used in production. This proactive approach minimizes the risk of defects and rework, ultimately improving the overall quality of the finished products.
• Regulatory Compliance: Tracked Components help manufacturers stay compliant with regulations by providing accurate documentation of component usage and traceability throughout the production process. This ensures that products meet regulatory requirements, reducing the risk of fines or penalties.
• Risk Mitigation: By enabling quick and accurate tracing of component serial numbers, manufacturers can promptly identify and address any issues that arise during production. This proactive approach minimizes the impact of potential disruptions and reduces the risk of product recalls or warranty claims.
• Enhanced Productivity: The seamless integration of Tracked Components into existing workflows allows manufacturers to optimize operations and minimize errors. This increased productivity translates into faster production cycles and higher output levels, ultimately improving overall efficiency.
• Improved Customer Satisfaction: With better quality control and more efficient production processes, manufacturers can deliver products that meet or exceed customer expectations. This leads to higher levels of customer satisfaction and strengthens relationships with clients.

Conclusion

In conclusion, Tracked Components for Dynamics 365 Supply Chain Management offer a significant boost to manufacturing efficiency and transparency. This feature enables seamless batch and serial number registration and tracing, ensuring quality control and enhancing productivity. With real-time visibility and barcode scanning support, it streamlines operations and integrates seamlessly into existing workflows. The integration with the Traceability add-in further enhances functionality, promising improved efficiency and compliance. Overall, Tracked Components revolutionize manufacturing processes, optimizing operations and customer satisfaction.

Learn more about Dynamics 365 Supply Chain Management

Modernize your supply chain to enhance visibility, improve planning, streamline procurement, and optimize fulfilment: Supply Chain Management | Microsoft Dynamics 365

Dynamics 365 increases agility and resilience through supply chain modernization. Plan with confidence, maximize asset uptime and streamline fulfilment to improve overall profitability learn more here with our Supply Chain Modernization Guided Tour

Learn more about how to register and track batch/serial numbers for finished products and their components (preview) – Documentation

The post Introducing Tracked components for Dynamics 365 Supply Chain Management appeared first on Microsoft Dynamics 365 Blog.

Editor: Denis Conway

Empower your manufacturing journey with Tracked Components: Unveiling the future of precision, compliance, and efficiency in Dynamics 365 Supply Chain Management

Introduction

We’re thrilled to unveil the public preview of our latest feature, Tracked Components, as part of our manufacturing capabilities in Dynamics 365 Supply Chain Management. This feature, released in version 10.0.40 on April 26 2024, streamlines the process of registering batch and serial numbers for components used in manufacturing processes, seamlessly matching them to the batch and serial numbers for the finished products being produced.

Enhanced track and trace capabilities in manufacturing offer a compelling value proposition. They provide real-time visibility into the supply chain, ensuring quality control, regulatory compliance, risk mitigation, enhanced productivity, and improved customer satisfaction. These systems empower manufacturers to optimize operations, reduce errors, and base decisions on data, ultimately leading to increased efficiency and superior products.

Boosting Manufacturing Precision with Tracked Components

At Contoso Inc., Jody, responsible for assembling loudspeakers, must register the serial numbers of the components used and match them to the speaker’s serial number during assembly.

Jody selects the assembly job she is working on in the Production Floor Execution interface and open the Tracked components page. First, Jody scans the serial number of the speaker, and then the serial numbers of the two tracked components used in the assembly. The association between the serial numbers of the components and the serial number of the speaker is now complete. As Jody completes the assembly job, all the serial numbers Jody registered are automatically deducted from inventory and consumed.

During quality inspection, an issue is discovered with on one of the speakers Jody assembled early that day. Peter, the quality supervisor, opens the Item tracing report and scans the serial number of the affected speaker to trace the component serial numbers used for further inspection.

Additional information

• Batch and serial numbers can be registered as tracked components in both production and batch orders.
• This feature is accessible in both the web client and the production floor execution interface. Within the web client, the interface for registering tracked components is accessible from various points such as routes, jobs, picking list journals, start and report as finished dialogs, and the current operations page.
• Batch and serial numbers can be registered using either the keyboard or barcode scanning operations. The feature supports GS1 barcodes, enhancing efficiency by reducing the number of scans required during the registration process.
• This feature is prepared for integration to the Traceability add-in for Dynamics 365 Supply Chain Management. The Traceability feature (coming in 2024) seamlessly integrates with the tracked components feature, offering visibility into the genealogy tree, also known as the As-Built BOM structure. This integration enables tracking of the assembly process throughout manufacturing. Furthermore, the feature includes forward and backward search capabilities against the genealogy tree. This empowers manufacturers to not only trace product histories but also manage component associations with greater precision.

Key Business benefits to utilizing Tracked Components

Benefits of Introducing Tracked Components in Manufacturing for Dynamics 365 Supply Chain Management:

• Enhanced Efficiency: Tracked Components streamline the process of registering batch and serial numbers for components used in manufacturing processes. This efficiency boost translates into time savings and smoother operations on the production floor.
• Improved Quality Control: With real-time visibility into the supply chain, manufacturers can ensure that components meet quality standards before they are used in production. This proactive approach minimizes the risk of defects and rework, ultimately improving the overall quality of the finished products.
• Regulatory Compliance: Tracked Components help manufacturers stay compliant with regulations by providing accurate documentation of component usage and traceability throughout the production process. This ensures that products meet regulatory requirements, reducing the risk of fines or penalties.
• Risk Mitigation: By enabling quick and accurate tracing of component serial numbers, manufacturers can promptly identify and address any issues that arise during production. This proactive approach minimizes the impact of potential disruptions and reduces the risk of product recalls or warranty claims.
• Enhanced Productivity: The seamless integration of Tracked Components into existing workflows allows manufacturers to optimize operations and minimize errors. This increased productivity translates into faster production cycles and higher output levels, ultimately improving overall efficiency.
• Improved Customer Satisfaction: With better quality control and more efficient production processes, manufacturers can deliver products that meet or exceed customer expectations. This leads to higher levels of customer satisfaction and strengthens relationships with clients.

Conclusion

In conclusion, Tracked Components for Dynamics 365 Supply Chain Management offer a significant boost to manufacturing efficiency and transparency. This feature enables seamless batch and serial number registration and tracing, ensuring quality control and enhancing productivity. With real-time visibility and barcode scanning support, it streamlines operations and integrates seamlessly into existing workflows. The integration with the Traceability add-in further enhances functionality, promising improved efficiency and compliance. Overall, Tracked Components revolutionize manufacturing processes, optimizing operations and customer satisfaction.

Learn more about Dynamics 365 Supply Chain Management

Modernize your supply chain to enhance visibility, improve planning, streamline procurement, and optimize fulfilment: Supply Chain Management | Microsoft Dynamics 365

Dynamics 365 increases agility and resilience through supply chain modernization. Plan with confidence, maximize asset uptime and streamline fulfilment to improve overall profitability learn more here with our Supply Chain Modernization Guided Tour

Learn more about how to register and track batch/serial numbers for finished products and their components (preview) – Documentation

The post Introducing Tracked components for Dynamics 365 Supply Chain Management appeared first on Microsoft Dynamics 365 Blog.

The release of Dynamics 365 Customer Service wave 1 2024 in April introduces several compelling features available for early access. This blog post discusses how to enable the agent call quality survey so agents can provide feedback on improvements.

This functionality enables contact center managers (or their IT counterparts) to swiftly identify and respond to any issues impacting the agent experience that might go unnoticed by conventional service metrics. By promptly addressing potential pain points, you can enhance call quality, strengthen customer satisfaction, and improve overall business performance. This eliminates the necessity of implementing agent satisfaction CSAT through custom development.

Get early access features

To try the call quality survey feature, you must opt in to get early access updates in your environment.

Enable the call quality survey

Once you opt in to early access, you can locate these settings in the Customer Service admin center. Go to Search admin settings and enter the keyword “Survey”. Look for the Workspaces section on the sitemap to access these settings. Alternatively, you can access these settings directly within the Agent Experience under the Workspaces section on the sitemap.

Select Agent call quality survey (preview) and you’ll gain access to the settings provided for this feature, such as the option to opt-in or opt-out, the frequency of survey display expressed as the number of calls before it appears, and the duration for which the survey remains active.

The administrator can set up a general opt-in for the agent survey and determine how frequently the survey appears per a certain number of calls. Additionally, if there’s a need to monitor agent experience for a specific duration, such as after significant changes in voice or telephony settings, the administrator can specify the survey duration with start and end dates.

Another option to access the agent survey configuration is also provided through the Voice workstream configuration settings pane.

Now, let’s explore the agent experience with this functionality. Following each call, the agent receives a prompt to rate the overall quality of the call. If the agent response is less than 5 stars, the agent sees a new survey page with more detailed depth-in questions.

Following the submission of the survey form, the agent will have the opportunity to view the acknowledgment of their registered feedback and close the survey form.

Query call quality survey results

Once the agent’s feedback is saved (stored in Azure logs analytics), you can utilize statistics by querying the aggregated data in Azure. Before querying, make sure to enable the Call Survey Logs option in Diagnostics. 

Then Administrator can go to “Logs” -> “Queries” and choose Call survey query to execute.

You can delve deeper into the answered questions regarding call quality and respond to any issues more quickly.

In conclusion, the call quality survey provides an easy way for agents to provide feedback. These surveys serve as invaluable tools for gathering immediate feedback from customers regarding their interaction experiences. By analyzing the results of these surveys, agents can identify areas for improvement and ultimately elevate customer satisfaction levels. Moreover, the data collected from these surveys can inform training programs and strategic decision-making within the organization, leading to continuous improvement in service delivery. Ultimately, prioritizing end-of-call quality surveys empowers agents to deliver exceptional customer service, fosters a culture of continuous improvement, and strengthens overall customer relationships.

Learn more

• Configure survey for call quality feedback (preview)
• Conversation diagnostics in Azure Application Insights
• Learn about general availability deployment in your region 

The post Try the agent call quality survey in Dynamics 365 Customer Service appeared first on Microsoft Dynamics 365 Blog.

The release of Dynamics 365 Customer Service wave 1 2024 in April introduces several compelling features available for early access. This blog post discusses how to enable the agent call quality survey so agents can provide feedback on improvements.

This functionality enables contact center managers (or their IT counterparts) to swiftly identify and respond to any issues impacting the agent experience that might go unnoticed by conventional service metrics. By promptly addressing potential pain points, you can enhance call quality, strengthen customer satisfaction, and improve overall business performance. This eliminates the necessity of implementing agent satisfaction CSAT through custom development.

Get early access features

To try the call quality survey feature, you must opt in to get early access updates in your environment.

Enable the call quality survey

Once you opt in to early access, you can locate these settings in the Customer Service admin center. Go to Search admin settings and enter the keyword “Survey”. Look for the Workspaces section on the sitemap to access these settings. Alternatively, you can access these settings directly within the Agent Experience under the Workspaces section on the sitemap.

Select Agent call quality survey (preview) and you’ll gain access to the settings provided for this feature, such as the option to opt-in or opt-out, the frequency of survey display expressed as the number of calls before it appears, and the duration for which the survey remains active.

The administrator can set up a general opt-in for the agent survey and determine how frequently the survey appears per a certain number of calls. Additionally, if there’s a need to monitor agent experience for a specific duration, such as after significant changes in voice or telephony settings, the administrator can specify the survey duration with start and end dates.

Another option to access the agent survey configuration is also provided through the Voice workstream configuration settings pane.

Now, let’s explore the agent experience with this functionality. Following each call, the agent receives a prompt to rate the overall quality of the call. If the agent response is less than 5 stars, the agent sees a new survey page with more detailed depth-in questions.

Following the submission of the survey form, the agent will have the opportunity to view the acknowledgment of their registered feedback and close the survey form.

Query call quality survey results

Once the agent’s feedback is saved (stored in Azure logs analytics), you can utilize statistics by querying the aggregated data in Azure. Before querying, make sure to enable the Call Survey Logs option in Diagnostics. 

Then Administrator can go to “Logs” -> “Queries” and choose Call survey query to execute.

You can delve deeper into the answered questions regarding call quality and respond to any issues more quickly.

In conclusion, the call quality survey provides an easy way for agents to provide feedback. These surveys serve as invaluable tools for gathering immediate feedback from customers regarding their interaction experiences. By analyzing the results of these surveys, agents can identify areas for improvement and ultimately elevate customer satisfaction levels. Moreover, the data collected from these surveys can inform training programs and strategic decision-making within the organization, leading to continuous improvement in service delivery. Ultimately, prioritizing end-of-call quality surveys empowers agents to deliver exceptional customer service, fosters a culture of continuous improvement, and strengthens overall customer relationships.

Learn more

• Configure survey for call quality feedback (preview)
• Conversation diagnostics in Azure Application Insights
• Learn about general availability deployment in your region 

The post Try the agent call quality survey in Dynamics 365 Customer Service appeared first on Microsoft Dynamics 365 Blog.