Summary

In this chapter, we have learned about how to respond to the six most common scenarios that we can encounter in Dynamics 365 Customer Engagement projects. We started by detailing how we can automate mundane and repetitive customer service agent tasks with macros. We saw which types of actions we can do and why they are important when wanting to provide tools that empower agents and improve the UX. We then went on to understand how we can create suggestions for users with interactive cards with the assistant and the Assistant Studio. Leveraging the customer data we have in Dynamics 365 or other systems, we can analyze what is the next best action and propose it to our sales force.

We then covered how we can work with BPFs, and in what ways we can automate the transition of stages.

We also understood the types of automated communications we can have, both for customers, users, and stakeholders. We reviewed the most relevant considerations and constraints to keep in mind...