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Nov 2, 2020

Establish an always-on and connected customer and field service approach with Dynamics 365. Vanessa Fournier, Group Product Manager for Dynamics 365, explains how you can use the Dynamics 365 Customer Service and Field Service apps and supporting capabilities to connect with customers wherever they are, as well as how you can add automated support using virtual agents and IoT devices to augment your customer service support infrastructure.

Microsoft Dynamics 365 Customer Service provides you with digital tools such as self-service sites, communities, and chatbots, as well as IoT integration for remote detection and service. All of this makes service faster and more convenient for your customers. Dynamics 365 Customer Service also empowers your customer service personnel with the information they need and enables them to interact with customers all via one interface. Then, Dynamics 365 Field Service matches field service technicians with the appropriate job tasks while supporting them with the ability to talk with remote experts to resolve problems while they're onsite.


00:00 - Intro

01:39 - Find out the components that make all of this possible.

02:46 - Learn how Chatbots are an efficient way to enable customer self-service.

03:32 - See how to surface information about IoT devices.

04:00 - How to evaluate cases for continuous improvement.

04:57 - See what it looks like to implement always-on service.

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