Case Study 7 - Contoso, Ltd. Background Contoso, Ltd., is a facility management services company. The company provides building management services to three United States areas: North Dakota, South…

Case Study 7 - Contoso, Ltd. Background Contoso, Ltd., is a facility management services company. The company provides building management services to three United States areas: North Dakota, South Dakota, and Minnesota. Contoso, Ltd., prides itself on overseeing and maintaining several commercial properties where its customers operate a variety of businesses. Contoso, Ltd., also procures and maintains all equipment in its facilities, including HVAC, lighting, and security systems. Current Environment Dynamics 365 Customer Service

• Contoso, Ltd., uses the following features of Dynamics 365 Customer Service:
• an app for the customer service division to manage customer queries and cases
• voice-only Omnichannel for Customer Service capabilities
• The Customer Service system administrator created new schedule boards for each of the three

areas. Agents work only with the default schedule board and their specific area board.

• The business operations team advises that the FAQ site be required to be ingested only once

into Customer Service.

• During a maintenance window, IT disabled the Integrated Search API trigger flow.
• Agents and field technicians are set as users in Customer Service. They are added as bookable

resources.

• Contoso, Ltd., has only meetings and work order tables configured for scheduling.

Employees Customer service agents

• Contoso, Ltd., has a new live chat channel for agents to provide customer support and improve

agent response time in live chats with customers.

• Agents resolve customer issues by using various support channels.
• Agents can open work orders by using a custom view on the default schedule board.
• Agents are also dispatchers. They review and schedule work orders and assign the work orders

to resources on the schedule board.

• Agents use Knowledge articles to triage issues. They often send articles to customers to help

with troubleshooting.

• Agent1 is the agent primarily responsible for running the live chat with Spanish-speaking

customers.

• Agent2 is a new agent who speaks fluent Spanish. Agent2 performs the duties of Agent1 when

that agent is unavailable. Field technicians

• Technicians are dispatched to perform repairs and maintenance work at Contoso, Ltd., facilities.
• Technicians located in the South Dakota area use company vehicles to drive to job locations.

Knowledge Management team

• The team creates articles and reviews feedback submitted by agents and customers.
• Knowledge managers ensure agents are productive by optimizing search articles.

Facility equipment

• Contoso, Ltd., has a centralized warehouse with equipment that is distributed and installed on

its properties.

• All equipment is entered in the Product catalog in Customer Service.
• Customer asset information helps agents triage any issues and informs agents whether a

technician should be dispatched. Customer bookings

• Contoso, Ltd., uses self-service scheduling on its website for customers to book facility tours.
• Customers exist as contacts in Customer Service.
• Upcoming customer bookings are displayed on the schedule board for each area.

Requirements Contoso, Ltd., requires optimization of its call center operations by improving Knowledge Management, resource scheduling, and technical aspects. The company plans to add features of Omnichannel in Customer Service for additional optimization of its call center operations. Knowledge Management requirements

• Knowledge articles must be integrated with an existing Knowledge FAQ website.
• Agents must be able to suggest similar cases closed in any area and Knowledge articles when

they are on a live chat with a customer.

• Knowledge articles are required in English, French, and Spanish so agents can provide faster

case resolution.

• Knowledge article content must be related to equipment and facilities owned by Contoso, Ltd.
• Knowledge article feedback must be collected from both agents and customers to continuously

improve communication between agents and customers.

• Article feedback must be submitted in Customer Service for the Knowledge Management team

to review.

• Knowledge managers must ensure all new articles are consistent for agents and the articles use

relevant keywords and description suggestions. Resource scheduling requirements

• The primary asset listed on the work order of the customer must be displayed on the schedule

board for customer service agents.

• Agents must be able to observe when resources are estimated to arrive at the job site to help

measure use.

• Turn-by-turn map directions are required for jobs scheduled in the South Dakota area.
• Occasionally, resources are overbooked in the South Dakota area due to staffing constraints.

Customer service agents must be able to clearly identify when these technicians are overbooked. Omnichannel for Customer Service requirements

• Contoso, Ltd., must be able to automatically assign a live chat or SMS conversation to an agent.
• The customer service supervisor must be able to create agent scripts for agents who use

Omnichannel for Customer Service.

• Agents require a workstream for live chat.
• For continuity, agents must be assigned to chats and SMS where there is existing customer

history. Issues Article issues

• Customer service agents report that a French-translated HVAC equipment Knowledge article is

not displayed in the Knowledge Search.

• During a call with Agent1, a customer reports that a shared Knowledge article was wrong. The

customer wants to provide comments for the article. Chat issues

• The new live chat channel is not sending conversations to agents, so agents must answer

conversations manually.

• Due to a high volume of chats and multiple Knowledge articles written on similar issues, agents

are unable to find a similar case or specific Knowledge article.

• Customer service agents are unable to access agent scripts during a live chat with customers.
• Live chats from Spanish-speaking customers are not routed to Agent2 when Agent1 is

unavailable. Scheduling issues

• Customer service agents are inefficient with manual scheduling, which often results in

overlapping assignments.

• After an agent books a work order in the schedule board, the work order booking card does not

provide enough detail.

• Customer service agents in the Minnesota area report that the new schedule board does not

appear.

• The South Dakota area board displays only customer facility tour bookings.

You need to configure the SMS workstream for the agents. What should you do?