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Mar 16, 2021

Set up a proactive and always-on service organization with Dynamics 365, from self–service automated actions using intelligent and conversational chatbots and IoT, to high touch customer agent and frontline technician support. Expert Deanna Sparks joins host Jeremy Chapman to share how to combine automation, intelligence and live personnel engagement to take customer support to the next level.

Build a better customer support experience:

• Provide intelligent, proactive and automated self-service

• Issue resolution through conversational IVA

• IVA supports intelligent routing using AI models to escalate customer service requests to field technicians

• Connect to experienced front-line workers through Remote Assist


00:00 - Introduction

01:56 - Self-service

03:40 - How to ensure quality of customer experience

06:03 - Field technician’s experience: Field service mobile app

07:16 - Remote assist

07:50 - Self service IVA setup

08:52 - Voice control setup

09:50 - Phone number setup

10:52 - Smart assist setup

11:55 - Field technician setup

12:48 - Wrap up

► Link References:

Watch our Dynamics 365 series with Vanessa Fournier at

Set up the Dynamics 365 modules and configure Dynamics 365 with Azure IoT at

Check out our shows on PVA creation at

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