Last week at Convergence there was a great session called “Unified Service Desk: Enabling a super agent!” that thoroughly covered the new Unified Service Desk product coming in the Spring Update for Dynamics CRM 2013. The majority of content in this post comes from that session but I highly recommend watching it as well so you can see it in action.
Unified Service Desk (USD) is a desktop application meant for call center reps that will help provide a reliable and consistent experience across multiple channels. Nowadays custom service requests can come from multiple channels such as phone, chat, email, or even social media so the goal of USD is to enable the rep to be more efficient and productive through all of those channels. USD will provide a configurable UI that admins can customize to fit their reps needs. The application can be integrated with 3rd party applications as well in order to provide all the necessary requirements of a rep’s job into one spot.
- Easily configure searches on different entities
- Each entity search is a separate tab
- Admin can configure the order of the search tabs
- Call Scripts
- Easily configured links to help guide the rep
- Content can dynamically pull in data from CRM records
- Each link can perform a certain configurable action:
- Open a tab of a CRM record
- Open a tab with custom content
- Navigate to a sub-set of call script links
- Set focus to a field
- A session is a tab that runs in context of a customer
- Multiple sessions at once
- Each session can have multiple application tabs
- An application is a tab that displays content
- Global or session specific
- Can have multiple application tabs per session
- Configurable layout
- Ability to add custom buttons
- Buttons can perform configurable actions in context of the customer
- Ability to integrate with Line of Business applications
- Allows for third parties to create integration components
- LiveOps, Professional Services Aspect and Ingenius have already created CTI integrations
Customer Service Flow
The following is an example scenario from the Convergence session where a customer either calls or chats with a support rep. Using USD, the rep can easily search the contacts in CRM to find an existing contact record.
Note – There are plans for third party telephony integrations as well so screen-pop could be used to automatically open the record.
The dark blue tab at the very top is the session tab. Sessions will be in context of a certain customer and multiple sessions can be opened at the same time. When opening the customer’s record, USD will automatically open a new session tab as shown below with Maria Campbell.
Actions that occur will happen in context of the current customer session. For example as shown below, there is a custom application to “Locate the Customer” which will do a Bing Search using the customer’s address. USD will automatically pull in the address of the customer in the current session and send it to Bing Maps which will be opened in a new application tab.
The rep also has easy access to the call script in the left navigation which will help guide the rep through the support case. As each call script link is clicked, a green checkmark will display next to the link to indicate that the action has been performed already.
The rep will click the first link in the list which is “New Service Request” which will then display a whole new set of sub call script links.
The rep will then click the new first link in the list which is “Open Customer Details”. This opens an application tab to a Line of Business system that displays the customer details to the rep so that the rep is quickly informed about the customer.
The rep then clicks the next call script link, “Create a case”, which will open a new application tab which pulls in the New Case form from CRM 2013. In this scenario, USD automatically populates the Customer lookup based on the customer session in context.
Then the rep clicks on a call script link, “Search for a solution”, which has two options of using a KB article search or searching Bing. The rep clicks to search Bing which opens a new application tab that automatically pulls up a Bing search with the above Case details.
The rep then clicks the “Send Email” call script link which opens a new application tab that pulls in the New Email record from CRM 2013. Here the rep can select from multiple templates at the top of the USD application which will pre-populate the email record based on the email template using the data from the rep and customer CRM records.
There is an easily accessible text field on the left navigation for notes which allows the rep to make notes throughout the customer interaction. At any time the rep can click a button to auto-populate the case record notes with the notes that the rep has taken.
As you can see, Unified Service Desk looks to be pretty promising. Microsoft has provided a lot of functionality that will greatly improve productivity amongst customer support teams. USD can encapsulate a lot of functionality and systems into one easy-to-use application for users. We feel that Unified Service Desk plus telephony integration will be a huge selling point for Dynamics CRM.