Customer service agents in a digital contact center handle multiple customer queries simultaneously and work on several support requests in a day. Often, they might spend extra time creating support cases, catching up on past activities, or performing simple case management processes. This leaves them with less time to focus on customer queries, which affects customer satisfaction. Enhanced case forms in Dynamics 365 Customer Service provide a streamlined layout to help agents expedite the case creation process and find relevant information quickly.  

With enhanced case forms, agents spend less time creating a case or finding required information and more time helping customers. As a result, agents reduce case handling time, improve productivity, and drive better customer satisfaction.   

To ensure agents can create cases quickly, Dynamics 365 Customer Service offers enhanced case forms. These forms allow agents to take quick notes before saving a case, add multiple attachments directly on the case, and access color coded priority and case status fields.   

Enhanced quick case forms

The Enhanced quick case form in the side pane helps agents enrich the case with the relevant information, while keeping sight of the customer’s details, past cases, and previous interactions. They can verify and edit customer details without switching tabs, provide updates on existing cases without interrupting case creation flow, and avoid case duplication. Moreover, auto-filling case fields with an AI-generated conversation summary reduces agents’ manual efforts and saves time. 

Enhanced full case forms

The Enhanced full case form offers a single-tab experience for simplified data entry while creating a case. Additionally, agents can enter formatted content on the Description field, including images and files. Agents can edit the customer details inline and view recent cases in context of the identified customer. This eliminates the need for screen navigation and reduces multiple clicks.

After saving a case, agents can use the SLA timer to identify overdue activities and take action to meet their deadlines. The SLA timer is available by default on the form. Agents can view the queue the case has been added to and modify the details with minimum clicks. Also, they can access all attachments associated with a case with the ability to preview and download them. Finally, they can access knowledge articles and similar cases linked to the case without switching tabs on the form. 

Administrators can enable enhanced case forms for agents to use in the Customer Service workspace application. However, enhanced forms along with individual controls can be used in other applications using Power Apps maker portal.

Learn more

Watch a quick video introduction.

To find out more about enhanced case forms, read the documentation: Use enhanced case forms to manage cases

The post Create and manage cases efficiently with enhanced case forms  appeared first on Microsoft Dynamics 365 Blog.

Introduction

From same-day delivery to social commerce and self-service solutions, the modern-day supply chain is pushing retailers to keep pace with consumer expectations for near-instantaneous, omnichannel service. With Microsoft Dynamics 365 Intelligent Order Management, retailers can offer customers the best shipping and fulfillment options in real-time. Now, with the new Distributed Order Management (DOM) API, you can take advantage of the core capabilities of Intelligent Order Management well in advance of order orchestration in a platform-agnostic way.

What capabilities does the DOM API unlock? 

• Call the DOM API from any platform. Get the fulfillment source and shipping options for an order or cart items in real-time by making a call to the DOM API from any e-commerce, ERP, or marketplace platform. Configure the rules in your fulfilment optimization settings in Intelligent Order Management so that the API can search your stores and warehouses.

• Get shipping rates and estimated delivery dates. The DOM API can call your shipping carrier’s APIs to get the rate and estimated delivery dates for the items in an order or cart. The API can even exclude any items eligible for free shipping when calling the APIs for shipping rates.

• Use the working calendar to optimize order routing. With the introduction of the working calendar in Intelligent Order Management, you can establish working days and holidays for each of your fulfilment sources. Turn on the constraint “Respect warehouse timings” in your fulfilment optimization settings to route your orders only to the fulfilment sources that are working on the day or time of the request. 

• Use the carrier pickup schedule to send accurate pickup times to the carrier. With the introduction of the carrier pickup schedule in Intelligent Order Management, you can maintain up to five pickup slots for your shipping carriers. The API checks the schedule to send an accurate pickup slot to the carrier’s API to return the estimated delivery date.

Example request using the new Distributed Order Management API

Here’s an example of an API call to the FedEx API:

{{Dataverse URL}}/api/data/v9.2/msdyn_IomDomAPI 
apiVersion: 1.0 (string - mandatory) 
payload: 
{ 
"fnoCompanyId": "USMF", 
"orderId": "b16bd573-ad9a-4188-bc08-e5ac5eca776e", 
"strategyId": null, 
"carrier": "fedex", 
"salesOrderOrigin": null, 
"customerInformation": { 
"name": "Whole sales", 
"customerNumber": "US-001", 
"customerGroup": "10", 
"customerEmail": "test@microsoft.com" 
}, 
"orderDestinationAddress": { 
"addressType": "Residence", 
"address1": "537 N St. Francis", 
"address2": null, 
"address3": null, 
"city": "Wichita", 
"stateOrProvince": "KS", 
"postalCode": "67214", 
"phoneNumber": null, 
"country": "US" 
}, 
"lineItems": [ 
{ 
"lineId": "d5670621-910d-486b-90ca-61d739e9a92e", 
"itemId": "1000", 
"quantity": 2, 
"freeShipping": "No" 
}, 
{ 
"lineId": "5c8b423b-c9fe-4ff1-a16e-a75a35d7c424", 
"itemId": "T0001", 
"quantity": 2, 
"freeShipping": "Yes", 
"dimensions": { 
"sizeId": "10" 
} 
}, 
{ 
"lineId": "a359a0ec-cded-4eda-b7b0-d7478dff48b9", 
"itemId": "T0004", 
"quantity": 2, 
"freeShipping": "Yes", 
"dimensions": { 
"colorId": "black" 
} 
} 
] 
} 

Watch Intelligent Order Management orchestrate an e-commerce order fulfilled by Dynamics 365 Commerce

Learn more

Read how one customer is partnering with Microsoft to transform their e-commerce experience, providing shorter lead times and reducing shipping costs.

Read the documentation:

• Fulfillment and Returns Optimization provider overview | Microsoft Learn
• Distributed order management (DOM) – Commerce | Dynamics 365 | Microsoft Learn

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Take a tour and get a free trial.

The post New API for Distributed Order Management fulfillment optimization appeared first on Microsoft Dynamics 365 Blog.

In today’s fast-paced business environment, contact centers need real-time analytics to provide top-notch customer support under pressure. One of the biggest challenges contact center managers face is the ability to react quickly to unexpected events. These events may include spikes in the volume of incoming customer interactions, longer call lengths, and agent absences.

To address these challenges, we are excited to introduce Dynamics 365 Customer Service real-time analytics for omnichannel. This powerful tool provides contact center managers with real-time visibility into overall support performance. They can monitor key operational metrics, make course corrections at the right time, and keep service levels high. 

Monitor customer interactions with real-time analytics

Contact centers need to manage multiple channels, including voice, chat, and social media. With real-time analytics, supervisors can monitor the volume of interactions and wait times across all channels in real-time, providing them with the information they need to make informed decisions. The auto-refresh capability ensures that supervisors have up-to-date information at their fingertips.

Maximize agent utilization

Agent allocation is crucial in managing customer interactions efficiently. With real-time analytics, supervisors can track the current available capacity of agents and monitor what each agent is currently working on. Supervisors can drill down and see detailed metrics for each agent. As a result, this capability helps supervisors make informed decisions about how to allocate resources, ensuring that the right agents are handling the right interactions at the right time.

Proactively monitor customer-agent interactions

Customer sentiment is a crucial factor in providing high-quality service. With the ongoing conversation report, supervisors can proactively monitor customer-agent interactions using real-time sentiment signals. This allows them to identify any issues in real time and provide immediate guidance to agents. Contact center supervisors can ensure that agents are providing the best possible service, resulting in improved customer satisfaction.

Take immediate actions

Contact center managers often need to perform actions such as overriding agent status or assigning customer interactions to agents when they experience sudden spike in volume. With real-time analytics, supervisors can do the following:

• Assign, transfer and force close actions directly from ongoing conversation report. 
• Override agent status to route the customer conversation to the agents. 

Customize Reports

Analyzing data is essential in identifying areas for improvement. With Dynamics 365 Customer Service real-time analytics for omnichannel, supervisors can pause and resume data refresh to analyze the data at their own pace. Additionally, they can personalize out-of-the-box reports by saving filters, allowing them to focus on the data that is most relevant to them, and gain actionable insights.

Try real-time analytics for omnichannel today

Dynamics 365 Customer Service real-time analytics for omnichannel empowers contact center managers with real-time visibility into support performance, so they can make data-driven decisions and ensure high-quality customer service. With its powerful features such as real-time monitoring, agent utilization tracking, proactive monitoring of customer-agent interactions and customizable reporting, contact centers can effectively address unexpected events, optimize resources, and enhance overall customer experience. Enable Dynamics 365 Customer Service real-time analytics for omnichannel and stay ahead of the game in today’s fast-paced business environment.  

Learn more

Watch a quick video introduction.

To find out more about real-time analytics for omnichannel, read the documentation:

• Overview of Omnichannel real-time analytics dashboards

• Use Omnichannel for Customer Service metrics

The post Improve operations with real-time analytics in Dynamics 365 Customer Service appeared first on Microsoft Dynamics 365 Blog.