![]() Organizations can set up callbacks using either a default inbound profile as a configuration that can apply to all enabled agents, or specific inbound profiles for select agents. The voice channel in Dynamics 365 Customer Service now provides the ability to configure direct callbacks with just a few clicks. Handling such setups via workstreams is very cumbersome and not recommended. Many customer contact centers have scenarios where the ability to contact a specific agent via phone is critical. ![]() Introducing direct inbound calling in Dynamics 365 Customer Service It gives Jamie peace of mind that he is only one call away from contacting a domain expert with knowledge of his setup if needed. He knows there is some risk that he may run into an issue in the process. Jamie is working on enabling a new service in production. This includes direct technical support access to a specific support agent with deep knowledge of Jamie’s setup and requirements. Because his work is mission critical, he has a premier support account with the IT infrastructure provider. ![]() Jamie is an IT admin working on managing Contoso’s IT services. ![]()
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