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Multi-Channel experience for Customer Service and Marketing

Microsoft Reactor
114K subscribers
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123 views Streamed 2 years ago
In this session, You will learn about the capabilities of Omnichannel for Customer Service and channel it supports. I will be demonstrating an Agent and Visitor’s Live chat from Power Apps Portal. How a multisession and channel scenario works in the customer service and marketing. Who is it aimed at? Business People, CEO, Customer Service Managers, Marketing Speaker: Ashish Rana - Microsoft Business Applications MVP, MCT and Dynamics 365 CE or CRM Solution Architect specialist in delivering CRM and digital transformation projects for various industries. Led teams of solutions architects and Presales consultants. Speaker to various Communities, Universities Tech talks, and other in-person and virtual events ...more
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Code of Conduct and Event Guidelines

0:56

Introduction

3:18

Omnichannel Engagement

5:02

Why Does Sending a an Agent Engagement Matters

5:46

Agent Experience

16:35

Customer Service Hub

16:40

Customer Service Workspace

17:26

Omni Channel Workspace

18:32

Overview of the Supervisor Dashboards

21:45

Demo

23:14

Create a New Case

35:11

Quick Reply

37:13

Agent Script

40:07

Session Feedback

45:03

Customer Settings

57:14

Quick Replies

57:23

Agent Scripts

58:18

Data Masking

59:39

User Attribute

1:00:25

Outbound Dialing

1:05:27

Outbound Journey

1:06:38
Multi-Channel experience for Customer Service and Marketing
In this session, You will learn about the capabilities of Omnichannel for Customer Service and channel it supports. I will be demonstrating an Agent and Visitor’s Live chat from Power Apps Portal. How a multisession and channel scenario works in the customer service and marketing. Who is it aimed at? Business People, CEO, Customer Service Managers, Marketing Speaker: Ashish Rana - Microsoft Business Applications MVP, MCT and Dynamics 365 CE or CRM Solution Architect specialist in delivering CRM and digital transformation projects for various industries. Led teams of solutions architects and Presales consultants. Speaker to various Communities, Universities Tech talks, and other in-person and virtual events

Follow along using the transcript.

Microsoft Reactor

114K subscribers