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Interactive
service hub
Knowledge
management
External party
model
Voice of the
customer *
USD
enhancements
PowerBI and text
analytics
DROPPED
Social CRM *
Case
enhancements
• Role driven next-gen agent experiences (tailor-made for Customer Service personas)
NEW
• Real-time dashboard for
a one-place view of
workload
• Interactive chart based
visual filters
• Configurable data
streams for multiple
entities
• Perform Queue and
Entity actions directly
from Streams
• Granular and
customizable filtering
criteria
• Customizable display
• Native KM solution
for CRM
• Immersive WYSIWYG
editing experience
with embed images
and video
• Translation and
versioning support
• Automated
publishing and
expiration
• Enable knowledge on
any entity
• Use CRM to manage
and maintain profiles
• Familiar CRM
permission concepts to
define and control
access to CRM content
• Automate permission
and role assignments
with rules
• Custom relationship
models to enable
partner and “on behalf
of” scenarios
• Enterprise feedback
management across
multiple channels
• Trigger feedback
automatically
throughout case or
customer lifecycle
• Analyze customer
feedback to help
identify gaps in service
• Create alerts and
follow-up activities to
take action on negative
CSAT
• Easy install,
configuration and
upgrade experience
for IT
• Telemetry and agent
behavior analytics
• Multi-monitor
support
• Stability &
performance
enhancements
• oAuth support
* No out-of-the-box telemetry infrastructure (requires customers to configure their own telemetry sink and generate reports)
Out of the box PowerBI
• Customer Service
Content Pack
• Customer Service
Manager dashboard
• Metrics and charts to
measure customer
service performance
• Azure ML Text
analytics determines
topics based on all of
the comments, notes
and attributes of a
case
• Use this analysis to
identify trends and
the root cause of
escalations
• Show solutions to
agents automatically
based on these topics *
