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Business process flow contains steps that not only provide guidance for what to do next, but they also serve as visual indicators that tell people where they are in the business process. For this reason, many organizations use business process flows to reduce the need for training. New users don’t have to focus on which table they should be using, they can let the process guide them. Dynamics 365 Customer Service includes the Phone to Case business process flow that includes three stages. Stage Entity Description Identify Case The agent identifies the issue and enters relevant information Research Case The agent researches and attempts to find a resolution Resolve Case The agent closes the case as resolved Let’s look at how these features might be used to resolve a case that a customer has submitted: Example of what resolving a case in Dynamics 365 Customer Service might look like. A customer named Nancy Anderson works for a company called Adventure Works. Nancy calls a central dispatcher to report an issue that they're having. The dispatcher creates a Phone Call Activity in Dynamics 365 for the issue. A customer support agent opens the phone call and converts it to a new case in Dynamics 365. Note Because the case started as a phone call, the Phone to Case business process flow, which consists of three stages (Identify, Research, and Resolve) is triggered. Identify: The Agent Identifies the Issue and relevant information. They call back Nancy who reported the issue, and identify information such as the customer, contact, and issue. A phone call activity is created that notes what was done and how long (15 minutes) they were on the phone with Nancy. The case is advanced to the next stage. Research: The agent researches and attempts to find a resolution. The agent spends 30 minutes researching and working on Nancy’s issue. They find a resolution to the problem using a knowledge article found in the knowledge base. The article is emailed to Nancy and linked to the case as the resolution. A task is created that describes what was done and how long it took (30 minutes total). Resolve: The agent closes the case as resolved. They call Nancy to ensure the proposed resolution fixed the issue. The spend 15 minutes on the phone with her. The case is closed as resolved. The total time for all activities rolled up to reflect how much time was spent on the issue (1 hour total). Click-through demo: Create and manage cases in Dynamics 365 Customer Service In this click-through demonstration, you will be guided through the typical process of creating and managing a case record in Dynamics 365 Customer Service. This process is very common and occurs anytime an issue is reported by a customer and needs to be resolved. Create and manage cases in Dynamics 365 Customer Service As you saw in the demonstration, it is easy to create and manage the resolution of a case record using Dynamics 365 Customer service. As a customer service representative, you can manually create case records as you take phone calls from customers or the application can create case records automatically. Once a case is created, you can easily apply the business process flow to ensure you are performing all the steps needed to complete the case. Supporting activities such as phone calls and tasks can be added to provide additional details about what was done, as well as track the amount of time spent on the item.