You are implementing Omnichannel for Customer Service. Agents need real-time recommendations for cases about warranty issues. You need to enable the appropriate productivity tool to meet the…

The correct answer is B. Smart assist. Smart Assist in Omnichannel for Customer Service can provide agents with real-time recommendations, including those related to warranty issues, based on the conversation context. This feature helps agents quickly access relevant information like knowledge articles and similar…

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Question

You are implementing Omnichannel for Customer Service. Agents need real-time recommendations for cases about warranty issues. You need to enable the appropriate productivity tool to meet the requirement. Which tool should you select?

Options

AAgent script
BSmart assist
CMacros
DQuick replies

How the community answered

(19 responses)

A
5% (1)
B
68% (13)
C
16% (3)
D
11% (2)

Explanation

Smart Assist in Omnichannel for Customer Service can provide agents with real-time recommendations, including those related to warranty issues, based on the conversation context. This feature helps agents quickly access relevant information like knowledge articles and similar cases to better assist customers. https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/smart-assist

Topics

#smart assist#productivity tools#Omnichannel#agent recommendations

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