DFS21_Workshop_Emile Vermeulen and Jonathan D'haene_Microsoft_211130 www.digitalfinancesummit.com

1. Deliver connected and
empathetic customer experiences
with “Enable Always-on Service”
With the All-in-one digital contact
center of Dynamics 365 Customer Service
Emile Vermeulen – Technology Specialist D365
Jonathan D’haene – Technology Specialist D365

3. Key Trends in the Banking Industry
Evolving customer experience expectations
Surging demand for remote work, selling, and servicing
Legacy systems impeding innovation and transformation
Increased regulation constraining growth and adding costs
Expanding power of Fintech firms
Growing cyber threats and financial crime

4. Digital transformation is accelerating
10%
8%
1%
7%
11%
8%
16%
18%
14%
7%
5%
14%
9%
5%
10%
4%
3%
8%
All industries
Consumer
Energy
Industrial goods
Health care
Tech, Media & Telco
Insurance
Financial institutions
Public sector
Percentage of respondents by views on the urgency of digital transformation in light of COVID-191
Become more urgent No change Become lower priority
1 Source: BCG “The Evolving State of Digital Transformation”, September 2020

5. a
c
g
e
f
h
k
l
i
n
j
m
o
s
r
t
v
w
x
b
b
y
a
a
c
c
u
d
d
p
above the rest
Dynamics 365 is the only
portfolio of intelligent business
applications that combines
immediate impact with the
flexibility to rapidly
extend without limits

6. Engage with your
customers consistently All-in-one
Digital Contact
Center

7. Omnichannel experience in
Customer Service:
Continual contextual
engagement
Enable agents to provide personalized service by
giving them a unified view of the customer across
communication channels and engagement
touchpoints
Case
Management
Knowledge
Management
Phone
IoT
Forums
Field
Service
Email First-time
fix
Positive
sentiment
Agent
Omnichannel
Experience
Supervisor
support
Web
Business
processes
Chat
Enhanced
knowledge
base
Deeper
customer
insights
In-app
support
Mobile
Co-browse
Surveys
Messaging
Social
Entitlements,
SLAs,
escalations

8. Create Bot using simple, graphical interface
Improve Bot performance to continue evolving
your business
Power Virtual
Agents
Lifecycle
Get topics to build upon from FAQs, sites, or
Customer Service Insights
Publish Bot to external and internal channel

10. Manual queue-based routing leads to:
• High TCO due to queue explosion, manual assignment and constant queue supervision
• Lower SLA attainment and lower First contact resolution(FCR) due to manual ‘cherry picking’ by agents
• Customer Dissatisfaction due to error prone work distribution
Traditional Routing

11. Unified Routing in Dynamics 365
An omnichannel and intelligent routing and assignment service that can assign incoming work items to the best-suited
worker or queue.
CUSTOMER
Omnichannel
engagement
Omnichannel
engagement
Automated classification
Automated classification
Sentiment model
Skill finder
Effort estimate
+ Flows / Rules
Intelligent assignment
Intelligent assignment
Prioritization
By skill
By capacity / presence
+ Queues
AGENT
CUSTOMER SIGNAL
DEEPER RELATIONSHIPS
Data
+
Intelligence
Data
+
Intelligence
MANAGER
OPERATIONAL DATA
EMPLOYEE SIGNAL
MORE EFFICIENT OPS
MORE EFFECTIVE EMPLOYEES

12. Omnichannel engagement with Dynamics 365
helps you deliver world-class service
Personalized,
connected engagement
across channels
AI at every step Unified insights
across all
customer interactions

14. Personalized, connected engagement across channels
AI at every step
Unified insights across all customer interactions
Easy to start, easy to scale

16. Deliver consistent and intelligent experiences
Improve conversations with connected data, relevant responses, and quicker resolutions
Key features:
A consistent, 360-degree view of the customer across all channels
Intelligent, conversational Power Virtual Agents as an IVR
AI-based routing for all interactions, including all incoming calls
Increased collaboration with other agents with embedded Microsoft Teams
Benefits:
Improved customer experience
Improved agent productivity
Higher rate of resolution of customer requests
Better ability to answer difficult customer questions
Reduced number of call escalations or transfers
*Interactive Voice Response

17. Personalized, connected engagement across channels
AI at every step
Unified insights across all customer interactions
Easy to start, easy to scale

19. Enrich customer and agent engagement with AI
Automate routine tasks, discover insights and recommendations using infused first-party AI
Key features:
Real-time transcription reduces the need for agents to take notes
Real-time translation of conversations across multiple languages
Live sentiment analysis provides a pulse on customer emotions
Proactive, AI-driven recommendations empower agents to resolve customer
issues faster and increase agent productivity
Benefits:
Improved agent productivity
Higher rate of resolution of customer requests
Better ability to answer difficult customer questions
Reduced number of call escalations or transfers

20. Personalized, connected engagement across channels
AI at every step
Unified insights across all customer interactions
Easy to start, easy to scale

22. Have an end-to-end view of customers
Breakdown data siloes between channels with a single, secure data platform
Key features:
Advanced AI analyzes all conversations across every channel
Rich KPI and insights provide a holistic view of the contact center
Benefits:
Improved customer experience
Improved agent productivity
Higher rate of resolution of customer requests
Better ability to answer difficult customer questions
Reduced number of call escalations or transfers

23. Deliver exceptional
experiences everywhere All-in-one
Digital Contact
Center

24. Power BI
Power Apps
Power
Automate
Analyze data from
apps and bots
Power
Virtual
Agents
Automate response
metrics
Drive business
processes
Improve engagements
with customers and
employees
Low Code
Drag and drop plus Excel-like formulas
for functionality
Code First
Professional development and extensibility
across Microsoft
No Code
Drag and drop experiences that are like
PowerPoint
Dataverse
AI Builder Data Connectors Management Tools

25. RPA in Power Automate
Automate any desktop-based task with access to 500+ actions and flexible authoring

26. Robotic Process Automation (RPA)
Build desktop flows in Power Automate for desktop
About RPA Power Automate
Apps
Power Automate for desktop
Capability
Desktop flows
Automate your desktop by creating software
robots that act like humans interacting with the
user interface (UI).
Technology
Robotic process automation (RPA)
Description
Connect between legacy and modern
systems, even if they don’t have an API
Benefits

27. Microsoft
Power Automate
for desktop
Old apps
without APIs
Modern Systems
with APIs
Bridging the gap
RPA connects systems and apps with and without APIs

28. Discover automation
Take the guesswork out of automation with process advisor

29. Visualize your processes and take action
Task mining
Process mining

30. Identify inefficiencies in your processes
Process mining in process advisor

31. Collect insights and automate processes
Task mining in process advisor

32. Streamline your business processes
Integrate insights across your business processes with process advisor
Build at scale
Intuitive interface for all users
Identify bottlenecks
Incorporate automation with ease
Gain deeper insights
Discover inefficiencies in your
workflow

33. Enhance automation
Make automated workflows even more intelligent with AI Builder

34. AI Builder
Increase efficiency through intelligent automated workflows powered with AI.

35. Go further with AI builder
Build intelligent experiences
Build
Invoke an AI model with specific
workflows, data, and AI Builder.
Train
Embed AI into processes without
the help of a data scientist.
Publish
Build robust, dynamic automations.

36. Form processing
AI builder
Point & Click
< 1 hour Process
Automation

38. Text Classification
AI builder
Point & Click
< 1 hour
Ready to use
in Power
Automate

40. Westpac builds valuable customer relationships with Dynamics 365
ABN AMRO Chooses D365 to Build the Bank of the Future
“By allowing our employees to service the customers’ needs rather than dealing with
administrative demands, we can save time, reduce costs, and increase both employee and
customer satisfaction—all while reducing time-to-market with new capabilities” - Bo Irish
Stephenson: Director of CRM ABN AMRO
“The capabilities offered by Dynamics 365 as a standalone product were impressive. But it was
the combination of that with Microsoft 365 and Azure that led us to give our recommendation to
proceed with Microsoft Dynamics 365.” - Bo Irish Stephenson: Director of CRM ABN AMRO

41. “We’re trying to make SpareBank 1 SR-Bank the best combination of the digital world and
the relationships that our people build with our customers—and Dynamics 365 Customer
Service is instrumental to that.” - Fredrik Tjaum, Team Leader, Customer and System
Management, SpareBank 1 SR-Bank
The bank can now take a standardized approach to its customer experiences, so every
customer gets fast, accurate, and personalized service. Bank’s call centers generate more
than 1,000 opportunities each month during the service process. Dynamics 365 is boosting
Spare Bank’s customer satisfaction.
SpareBank 1 SR-Bank delivers streamlines, personalized customer experiences with Dynamics 365

42. Imagine you can deliver those connected and
empathetic customer experiences…

43. © Copyright Microsoft Corporation. All rights reserved.

45. ELEVATE AGENT EFFECTIVENESS
Omnichannel for Customer Service
Differentiated capabilities
• Agent macro enhancements
• Agent scripts and quick reply categorization
• Real-time sentiment analysis and sentiment shift notification
• Real-time translation
• Desktop notifications for incoming conversations
• Digital messaging support for Twitter, WeChat, LINE, and SMS
through Twilio
• Elevate live chat conversation to a voice/video call
• Omnichannel supervisors experience
• Routing and work distribution
• Embedded collaboration with Microsoft Teams
• Advanced robotic process automation
• Co-browse capabilities *
• Remote desktop capabilities *

46. Benefits of the Voice Channel in Dynamics 365
Expensive, fragile
integrations
All-in-one Customer Service
solution
Multi-vendor
complexity
All from Microsoft, on the
Microsoft Cloud
Inconsistent service
across channels
Seamless customer journeys
across all channels
Disjointed analytics
and insights
True omnichannel analytics
and insights

47. Benefits of the native voice channel in Dynamics 365
All-in-one Customer
Service solution
With voice offered natively
alongside other digital channels
and CRM, Dynamics 365 is the
one-stop-shop for an omnichannel
customer service solution that
spans voice, digital messaging, and
case management. Admins have a
highly consistent, easy-to-use
administration experience across
the entire solution, with no
integrations required.
All from Microsoft, on
the Microsoft Cloud
Provide consistent security and
compliance that you can trust,
powered entirely by the
Microsoft Cloud.
Streamline contracting, billing and
accountability by acquiring the full
solution directly from Microsoft.
Seamless customer
journeys across all
channels
Agents have the full customer
journey across digital and voice
channels available, along with
consistent workflows, intelligent
routing, virtual agents and
leading-edge AI, so they can offer
personalized and AI-driven service
to customers every time across all
channels of engagement.
True omnichannel
analytics and insights
By unifying the voice data with
case and digital channels,
organizations can produce true
omnichannel analytics, insights and
AI. Businesses can easily identify
cross-channel emerging issues,
evaluate operation and agent
performance across all channels,
and capture fully connected
customer journeys.

48. ELEVATE AGENT
EFFECTIVENESS
Dynamics 365 Customer Service or Field Service:
Consistent experience with customer
and case records
• Create and manage cases with a holistic view of the customer
• Utilize parent/child rules to define set automation rules to speed
up customer interactions
• Configure your automation preferences to create a case from an
IoT alert, email, or incoming interaction
• Set up rules for creating or updating records automatically
• Leverage suggested similar cases to research potential resolution
paths
Learn more on Microsoft Docs

49. ELEVATE AGENT
EFFECTIVENESS
Dynamics 365 Customer Service or Field Service:
Understand customer expectations with
centralized contracts and agreements
• Define what kind of support your customers are eligible for by
creating entitlements in Dynamics 365 Customer Service or
Dynamics 365 Field Service
• Specify the support term based on number of hours or number
of cases
• Vary support levels based on the product or service that the
customer has purchased
• Create and assign entitlements with easy-to-use entitlement
templates
Learn more on Microsoft Docs

50. ELEVATE AGENT
EFFECTIVENESS
SLA Management:
Ensure SLA compliance to drive high
CSAT
• Include detailed items to define metrics or KPIs to attain that
service level in Dynamics 365 Customer Service
• Additional things you can do with SLAs:
– Associate an SLA with an entitlement so that when an entitlement
is added to a case, the associated SLA is
also applied
– Extend SLAs to other entities (i.e. account number, contact, order,
invoice, quote, opportunity)
– Pause an SLA when a case is on hold, so that the time the case is on
hold isn't considered in SLA calculations
– Add success actions to an SLA
Learn more on Microsoft Docs

51. ELEVATE AGENT
EFFECTIVENESS
Real-time Translation:
Provide consistent global service
• Remove artificial barriers to interact with customers across
hundreds of languages – all while using your existing contact
centers, service desks, and staff
• Provide support in customer’s native language
• Support multiple languages in real-time
• Bring in third-party translation services with real-time translation
enabled as a plug-in
• Provide native implementation through Azure Cognitive Services
Learn more on Microsoft Docs

52. ELEVATE AGENT
EFFECTIVENESS
Agent Productivity tools in Omnichannel for
Customer Service:
Elevate Employee Effectiveness
• Give your agents OOB productivity tools such as:
– Real-time sentiment
– Quick replies
– Website activity history
– Agent guidance with Macros
– Smart Assist with Macros
• Interact with customers and see live sentiment enabled by AI
through the communications panel
• Navigate out-of-box and custom entities and access any third-
party Line-of-Business applications extended within the
Omnichannel for Customer Service app through the Applications
Tab panel
Learn more on Microsoft Docs

53. ELEVATE AGENT
EFFECTIVENESS
Omnichannel Agent Dashboard:
Agent workflow
proficiency
• Accelerate case resolution with context aware data
• Ensure agents are receiving real-time data to ensure fastest path
to customer resolution
• Engage with multiple customers at once and have everything you
need to solve the issue in a single pane
• Use AI-driven data to create on-demand feedback for common
customer escalation
– Session panel: Work on multiple customer sessions simultaneously
while preserving customer context
– Unified Interface application area: See the different work items in
streams from the dashboard; administrators can customize the
dashboard
Learn more on Microsoft Docs

54. ELEVATE AGENT
EFFECTIVENESS
AI-driven similar cases and knowledge article
recommendations:
Quicker resolution by surfacing relative
information
• Real-time recommendations to help take actions while interacting
with customer
• Powered by AI to suggest recommended knowledge articles and
similar case suggestions
• For recommended knowledge articles, easily see the title, brief
summary, provide feedback on relevancy and send to customer
with just one click
• For similar case suggestions, see the title of case, summary of case
resolution, link to current case and copy resolution or email agent
with just one click
Learn more on Microsoft Docs

55. ELEVATE AGENT
EFFECTIVENESS
Agent Scripts in Omnichannel for Customer Service:
Create consistent customer experiences
and streamline onboarding
Learn more on Microsoft Docs
• Agent scripting helps to guide your agents during customer
interactions such as creating a new case for an account or
browsing existing cases quickly and with ease

56. ELEVATE AGENT
EFFECTIVENESS
Macros in Omnichannel for Customer Service:
Focus on the customer rather than
repetitive tasks
• Macros enable agents to stay efficient and productive by
automating a series of repetitive tasks with a single click
• Agents can automate tasks like resolving a case after updating a
field, assigning it to a different user after capturing notes, or
sending an acknowledgement email with contextual data from the
session using macros
• Administrators can configure macros to suit their specific business
or process needs
Learn more on Microsoft Docs

57. ELEVATE AGENT
EFFECTIVENESS
Embedded Teams Collaboration:
Strengthen cross-team
collaboration
Customer Service has embedded MS Teams chat into Customer
Service Hub. Standard capabilities from Teams include:
• Create contextual chats linked to the record in the same workspace
to collaborate internally with SMEs to solve customer issues faster
• Ensure consistency with auto-named liked chats
• AI-suggested contacts provides guidance to agents on the proper
resources to engage with such as supervisors, queue members,
support experts, and similar case agents
• Enhance discoverability of resolutions and preserve context for
future interactions
• Customers can leverage out of box assignment methods e.g.,
round robin, highest capacity, to quickly onboard to automatic
assignment Customer Service Enterprise collaboration
* For Spring wave, only chat initiator or chat participants can see linked
chats within D365
** Admin settings to enable or disable
Learn more on Microsoft Docs

58. Enterprise Knowledge Management
Accessible
Knowledge Management
Internal and/or external articles can
be accessed across the Dynamics
365 app and all channels
Extensibility
Connect to external Knowledge
Management solutions for an all-
in-one solution view
Relevant
Ensure proper governance with
validity time lengths, easily
authoring and defined process
Continuous Feedback
Knowledge search insights to
determine how well articles
are working

59. ELEVATE AGENT
EFFECTIVENESS
Enterprise Knowledge Management:
Decentralized KB to
quickly get answers
• Simplify information management and empower all users to
leverage common content, branding, and messaging
• Enable article collaboration with automated review and approval
processes
• Improve search functionality with relevance mechanisms and
advanced similarity rules to view similar case suggestions
• Use the rich text editor to create Knowledge Base articles, format
your content or embed videos and images
• Knowledge base search in the Customer Service lets you search for
relevant knowledge articles to resolve a case
– Results are automatically populated based on a field your
administrator configured in the Knowledge Base Search control
properties
• Automatic article recommendations enabled by AI
• Specify Knowledge Base article audience (internal and external)
Learn more on Microsoft Docs

60. ELEVATE AGENT
EFFECTIVENESS
Federated Knowledge Search:
Resolve cases with relevant knowledge
from various sources
• Connect disparate database sources outside of the customer
service organization to agent’s desktop
• Agents access information they need to independently resolve
issues quickly
• Provide agent knowledge regardless of format or source quickly
when needed
• Plug an external search provider into the knowledge search
experience, allowing you to view content from multiple sources
• Default connectors for cross-Dynamics search, SharePoint search,
and Microsoft search (search service for Office 365 applications
and other external content indexed through their connectors like
enterprise websites, Azure SQL,
ServiceNow, etc.)
• More connectors will be added based on customer feedback Or bring your own KMS
Learn more on Microsoft Docs

61. ELEVATE AGENT
EFFECTIVENESS
Knowledge Search Insights:
Continuously improve the impact of
your Knowledge Base
• Understand what agents search for to improve knowledge base
• Improve agents’ ability to help customers
• Gain insight from multiple views and metrics:
– Search Term Volume
– Search Term Average Click Position
– Search Term Engagement Rate
– Top Search Terms by Volume and other KPIs
– Searches that return no results
– Searches with low engagement rate
Learn more on Microsoft Docs

62. TAILORED CUSTOMER
ENGAGEMENTS
Power Apps Portals:
Meet changes in volume with 24/7
Support
• Personalize interactions by managing users with built-in
authenticator & capture site-visit telemetry
• Empower customers to log in to self-service portal forums to pose
questions or preview previously posted content or forum
discussions
• Surface relevant Dynamics 365 Customer Service application data
like Knowledge Base directly into Power Portals with improved
portal navigation including search and filter
• Add Chat widgets like Power Virtual Agent or BYOB (Build your
own Bot)
• Provide authenticated and unauthenticated Chat visitor support
Learn more on Microsoft Docs

63. TAILORED CUSTOMER
ENGAGEMENTS
Customer Knowledge Base:
Provide customers with self-service
information
• Update knowledge articles in Dynamics and automatically see
those changes on your portal site
• Link related articles by associating categories with Knowledge Base
articles
• Align topics and keywords to ensure structure of
Knowledge Base
• Utilize intuitive search capabilities to pull up relevant knowledge
articles based on keywords
• Determine which knowledge articles should be available to
customers, agents, and/or technicians
• Use a single portal to display content in multiple languages
Learn more on Microsoft Docs

64. TAILORED CUSTOMER
ENGAGEMENTS
Dynamics 365 Services portfolio:
Personalized engagement with
user profiles
• Surface any relevant information that will help your customer
resolve their issue faster
• Enable customers to open and track work order status, invoices,
agreements, and assets
• Empower customers to view and track work order data in
real time
• Automatically identify and load customer and work details
• Manage cases in portals
Learn more on Microsoft Docs

65. TAILORED CUSTOMER
ENGAGEMENTS
Power Apps portals:
Extend information
easily
• Create external or internal-facing websites and view data in the
Common Data Service
• Allow users outside your organization to sign in with a wide variety
of identities and browse content anonymously
• Quickly customize websites with pages, layout, and content
• Reuse page designs with templates, add forms and views to
display key data from Common Data Service, and publish
to users
• Quickly create portals through pre-configured templates
– Customer self-service
– Partner portal
– Employee self-service portal
– Community portal
– Portal from blank
– Customer portal
Learn more on Microsoft Docs