Introduction
As much as a service representative might try, it's impossible for them to know everything. At some point, they'll likely run into a scenario where they don't know how to resolve the customer's issue. They need assistance from other team members. This scenario could happen for many different reasons. Regardless of why a service representative might need assistance from colleagues, it's important that it's easy for them to identify and collaborate with the appropriate internal resources.
To make this process near effortless, Microsoft Dynamics 365 Customer Service includes multiple collaboration features to help service representatives identify experts. Additionally, it helps service representatives engage with and set up meetings with their peers in Microsoft Teams. Organizations can use these available collaboration features to turn their business into a unified customer service center.
Dynamics 365 Customer Service provides multiple options for service representatives to collaborate:
Embedded chat by using Teams - Service representatives can start a new chat or link an existing chat to a record in Teams without switching context or leaving the application. Linking all associated chats to a record can help representatives maintain the chats in one place.
Customer support swarming by using Teams - Helps service representatives quickly resolve issues by bringing together the right experts across your business.
Sharing Dynamics 365 records within Microsoft Teams - Service representatives can share the record of the chat conversation and let participants view it without navigating away from Teams.
This module examines each of these collaboration options in more detail.