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Syndicate_Admin
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Test blog post by QA

Syndicate_Admin
Administrator
Administrator

Test blog post by QA

Syndicate_Admin
Administrator
Administrator
Syndicate_Admin
Administrator
Administrator
Syndicate_Admin
Administrator
Administrator
Syndicate_Admin
Administrator
Administrator
Syndicate_Admin
Administrator
Administrator

Test blog post by QA

Syndicate_Admin
Administrator
Administrator

Test blog post by QA

Syndicate_Admin
Administrator
Administrator
Syndicate_Admin
Administrator
Administrator
Syndicate_Admin
Administrator
Administrator
Syndicate_Admin
Administrator
Administrator
Syndicate_Admin
Administrator
Administrator

Test blog post by QA on production

Syndicate_Admin
Administrator
Administrator

Introduction:

To create accurate content in the Email Template, Dynamics 365 CRM added Default Value feature in it. With the help of Dynamics Text, now you can set dynamic content in the Email Template. And in case if it doesn’t find the dynamic value then it will show the default value.

Let’s see how to set Default Value in the Email Template.

Login to https://admin.powerplatform.microsoft.com/

Select the Environment to click on more options -> Settings -> Templates ->Email Template->New Template->Select Email Template Type->Ok

Enhancement in Email Template

Point to the cursor where you want to add the Dynamic Text and click on the “Insert Dynamic Text” button from the ribbon bar.

Enhancement in Email Template

If you have not selected where you want to add dynamic text and click on the Insert Dynamic Test button then the below alert message will be shown.

Enhancement in Email Template

Once you click on “Insert Dynamic Text”, the “Edit Dynamic Text” window will be shown. Here, you can add Dynamic Text.

Enhancement in Email Template

As shown below screenshot, I have taken Record Type as Contact and Field Name as First Name i.e. when you select the particular Email Template then in Subject, Account’s Contact First Name will be shown and if there is no first name in the record then it will take Customer as Default Text in Subject.

While Inserting the Dynamic Text I have selected the Subject field.

Enhancement in Email Template

Once the details are filled, click on the Insert button. Here you can see the Thank you and after that Dynamics Text in the subject field.

Enhancement in Email Template

After creating the Email Template, you can send an email to the customer by selecting the created email template.

Account Record – Email – Insert Template – Select the Email Template – Insert

It will search for the first name, if the first name is there in the record then it will consider it as dynamic text and shown in a subject as below:

Enhancement in Email Template

And if there is no First Name in the record then it will show default text as below:

Enhancement in Email Template

Conclusion

In this way, you can give a personal touch to the Email templates that is to be sent to the customers.

Export Dynamics 365 CRM Reports

Syndicate_Admin
Administrator
Administrator

Any call center that uses unified routing to manage and assign incoming support requests is going to notice gains in efficiency. The core routing capabilities in Dynamics 365 Customer Service use skill matching and priority to help determine assignments. However, bringing intelligence to the challenge of efficient routing can move you closer to world-class service.

With the unified routing release in April of 2021, we introduced intelligent skill finder as the first capability related to intelligent work classification. It empowers organizations to identify which skills are required by the agent to address an incoming work item. AI models are trained to understand the skills required to address customer inquiries, and then a match is made to agent skills, helping to assign the calls to agents. In this new release, we're adding two more capabilities to intelligent work classification: customer sentiment identification and effort estimation for routing. These capabilities will enable organizations to harness state-of-the-art AI to improve customer satisfaction and reduce resolution times.

Understanding customer needs with sentiment identification

Matching agents to calls based on skills is a basic capability in unified routing. What if you could also gauge customer sentiment based on keywords, and then route calls to agents best able to handle those various emotions?

Let's better understand this with a scenario. Imagine Contoso Coffee is operating a support center and has implemented unified routing. They recently had a high volume of unhappy customers, and they brainstormed about how best to use their existing staff to address these concerns. Contoso Coffee realizes that customer sentiment could be used as a signal to influence call routing; some agents are better at managing unhappy customers. Contoso decides to adopt sentiment prediction in unified routing. They take a few simple steps:

  1. Contoso's admin opts into the feature and tries it out using the Dry Run tool, where the admin can test phrases specific to their organization and view the sentiment prediction.
  2. The admin set up a skill for managing work items predicted to include low (unhappy) sentiment, and that skill is assigned to their agents who have the right training to handle it.
  3. The admin configured a rule to predict sentiment, and it attaches the low sentiment management skill to work items when sentiment is low.
  4. The dry run option is used to start testing out the rule, with work items assigned based on the score.
  5. Now, once the rule is in production, new work items predicted to have low sentiment have a higher priority to be matched to agents with the appropriate management skillset.

As a result, Contoso Coffee was able to address the spike in unhappy customers, leveraging their agents to maintain customer satisfaction.

Learn more about using customer sentiment in classification in this short video introduction:

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Read more in the documentation about using sentiment prediction-based model in work classification.

Estimate effort to increase assignment efficiency

A key contributor to an effective contact center is understanding how long it will take to address support requests. Organizations do not have a simple way to understand how much time it will take agents to address incoming work items. Effort estimation replaces manual processes with the use of AI. This intelligence interprets the issue and uses historical support data to generate a work estimate.

Highlights of this capability include:

  • For training, a business admin can specify which work items to train on and define effort for their organization.
  • Use the dry run experience to test out the model on customer data and view real effort estimations prior to integrating into the routing process.
  • Add it to existing routing capabilities such as route to queue rules.
  • Review diagnostics for insight into how the work item was routed using effort estimations.
  • Train multiple custom models based on individual customer data.

Learn more about effort-based routing in this short video introduction:

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Read more in the documentation about using the effort estimation model in unified routing.

Matching required skills to agents

In any contact center, each agent will have a different set of skills to offer, and organizations should use those skills appropriately to best address customer requests. To maximize agent potential, it is critical for any organization to understand the skills required to address a work item and identify the agent that is best suited to address it. Intelligent skill finder takes the guesswork out of this by using AI to predict the skills required to address an incoming work item, and then matching those required skills to corresponding agents.

Highlights of this capability include:

  • For training, a business admin can specify which work items to train.
  • Use it with skill-based routing.
  • Models can improve over time based on the agent feedback loop.
  • Review diagnostics for insight into how the work item was routed using skill predictions.
  • Train multiple custom models based on individual customer data.

Next steps

Visit the Dynamics 365 Customer Service Community Forum to share your thoughts.

This blog post is part of a series of deep dives that will help you deploy and use unified routing at your organization. See other posts in the series to learn more.

The post Use intelligence to transform routing of service delivery requests appeared first on Microsoft Dynamics 365 Blog.