What solution would you recommend for agents to use that would help to improve their services to the customers?
Click on the arrows to vote for the correct answer
A. B. C. D. E. F.Correct Answer: D
You need to recommend LiveSafe to use the out-of-the-box Dynamics 365 Customer Insights to improve their services to the customers.
The Dynamics 365 Customer Insights application provides an all-around customer profile by ingesting the data about the customer from a wide range of data sources.
It is a flexible customer data platform that unifies all the data about the customer in your organization and provides a 360 view of the customer.
This platform helps users analyze the data, learn more about the customer and provide information for targeted activities.
Option A is incorrect because Power Virtual Agents provides a visual bot creation environment that helps users create conversation AI with no code.
But it does not create an all-around customer profile.
Option B is incorrect because Dynamics 365 Customer Voice helps provide real-time customer surveys, collects, and feeds the data into a customer record, and analyzes and acts on the data.
But it does not create an all-around customer profile.
Option C is incorrect because Power Apps provides a rapid application environment that helps users create web and mobile applications for their business needs with no or low code.
But it does not create an all-around customer profile.
Option E is incorrect because Power Automate provides a visual workflow creation environment that helps users automate repetitive business processes with no or low code.
But it does not create an all-around customer profile.
Option F is incorrect because Dynamics 365 Customer Service helps users manage their services and focus on customer satisfaction.
But it does not create an all-around customer profile.
For more information about the Dynamics 365 Customer Insights and Power Platform solution, please visit the below URLs:
All the options listed in the question can potentially improve services provided by agents to customers. However, based on the specific needs of the organization and the context of the agents' work, some solutions may be more suitable than others.
Here is a breakdown of each option and how it can contribute to improving services provided by agents to customers:
A. Power Virtual Agents: This is a no-code chatbot platform that can be used to create virtual agents to handle customer inquiries and provide support. It can be integrated with other Microsoft Power Platform applications, such as Power Apps and Power Automate, to provide a more comprehensive solution. Power Virtual Agents can help improve services by reducing the workload of agents, handling simple queries, and providing customers with immediate assistance.
B. Dynamics 365 Customer Voice: This is a customer feedback management platform that can be used to collect and analyze customer feedback. It provides a variety of tools, such as surveys and feedback forms, to capture customer insights. By using this tool, agents can understand the needs and preferences of customers, which can help them to tailor their services and improve customer satisfaction.
C. Power Apps: This is a no-code application development platform that can be used to create custom applications tailored to the needs of the organization. It can be used to create applications that support agents in their work, such as tools to manage customer interactions, track customer issues, or collaborate with other team members. By using Power Apps, agents can streamline their workflows, reduce manual processes, and provide faster and more efficient services to customers.
D. Dynamics 365 Customer Insights: This is a customer data platform that can be used to unify customer data from different sources, such as CRM systems, social media, and website interactions. It provides insights into customer behavior, preferences, and trends, which can help agents to better understand their customers and provide personalized services. By using Customer Insights, agents can have a more complete view of the customer, and provide more informed and targeted services.
E. Power Automate: This is a no-code automation platform that can be used to automate repetitive tasks and streamline workflows. It can be used to create workflows that support agents in their work, such as automating data entry, sending notifications, or triggering actions based on certain events. By using Power Automate, agents can focus on high-value tasks, such as customer interactions and problem-solving, while reducing the time and effort required for routine tasks.
F. Dynamics 365 Customer Service: This is a customer service management platform that can be used to manage customer interactions and support services. It provides tools for case management, knowledge management, and service level agreements (SLAs) to help agents provide timely and effective services to customers. By using Customer Service, agents can handle customer inquiries and issues more efficiently, track customer interactions, and provide a better overall customer experience.
In summary, the best solution for agents to use depends on the specific needs of the organization and the context of the agents' work. Power Virtual Agents, Dynamics 365 Customer Voice, Power Apps, Dynamics 365 Customer Insights, Power Automate, and Dynamics 365 Customer Service can all contribute to improving services provided by agents to customers, depending on the specific use case.