Costumner
Note
Effective November 2020:
Airbase Airbase combines approval workflows, corporate cards, bill pay, expense management, accounting automation and reporting all in one place. Customer definition, a person who purchases goods or services from another; buyer; patron.
- Common Data Service has been renamed to Microsoft Dataverse. Learn more
- Some terminology in Microsoft Dataverse has been updated. For example, entity is now table and field is now column. Learn more
This article will be updated soon to reflect the latest terminology.
Welcome to the Costco Customer Service page. Explore our many helpful self-service options and learn more about popular topics.
Welcome to the Customer Service workspace app module, where we're increasing agent productivity for core customer service with the ability to work on multiple sessions at a time in a single workspace experience. If you choose to expand your customer service offering to provide chat and channels, the Customer Service workspace seamlessly adjusts to support managing conversations as well.
If you've used Customer Service Hub or Omnichannel for Customer Service before, much of the behavior for managing cases and activities in the Customer Service workspace app module works the same way, with some exceptions to accommodate the multisession and conversation capabilities. This article walks you through the Customer Service workspace experience and explains how to navigate the app.
Before we begin, a quick note about administration of Customer Service workspace: Currently, there isn't a dedicated administrator experience for Customer Service workspace. As such, configuring and managing core customer service capabilities, such as queues and routing rules, is done in the Customer Service Hub > Service Management experience. Channel configuration is done in Omnichannel Administration. Because all of these apps are on Microsoft Dataverse, the data created through these experiences is accessible.
Introduction to Customer Service workspace
You can access Customer Service workspace through the app selector (where you find all of your other Dynamics 365 apps) by choosing the Customer Service workspace app tile. You can also access the app in the Dynamics 365 drop-down navigation in the upper-left corner of Dynamics 365.
As an agent with the Customer Service Representative security role, when you open Customer Service workspace, you start on the Customer Service Agent Dashboard unless your administrator has changed the default view. This dashboard shows you your active cases, cases you can work in queues you are assigned to, and your open activities. You can open existing cases and activities or begin working new cases from the queues you are assigned to and create activities.
Let's explore the elements of the Customer Service workspace and how to navigate between them:
| Label | Description |
|---|---|
| 1 | The session pane lists all the sessions that you are actively working on. Select the tabs to navigate among sessions. |
| 2 | The Home session returns you to the Customer Service Agent Dashboard view. |
| 3 | Each session has a tab in the session panel. Select a tab to navigate to the session you want to work on. |
| 4 | Select a case to open a new session. A single click on a case replaces your view with the case form. Select the back arrow in the upper-left corner of the form to get back to your previous view. |
| 5 | Select the + icon to expand the menu to view a list of forms, views, and activities. Select the one you want to open in a new tab. |
| 6 | Select the tabs to navigate to your open activities, cases, forms and views. |
| 7 | Select the drop-down selector to filter cases in queues you can choose to work on. |
| 8 | Select Shift + mouse click to open a new session for an activity. A single click replaces your view with the activity form. Select the back arrow in the upper-left corner of the form to go back to your previous view. |
View and edit records
You need to be aware of the new navigation behaviors in Customer Service workspace. All other basic model-driven app functionality behaves the same way as it does in the Customer Service Hub and Omnichannel for Customer Service apps.
- Select Shift + mouse click to open a new session tab for the record you want to open.
- Selecting the record replaces your view with the form for the record you opened.
- Select the back arrow in the upper-left corner of the form to get back to your previous view.
- Select Ctrl + mouse click to open items in a new tab.
Work with cases
From the Customer Service Agent Dashboard in Customer Service workspace, you can:
| Label | Description |
|---|---|
| 1 | Select multiple cases to work with. Select the top check mark to select all cases, or select individual check boxes next to each case to select a specific group of cases. |
| 2 | Associate child cases with selected cases. |
| 3 | Merge cases together. |
| 4 | Edit selected cases. |
| 5 | Delete selected cases. |
| 6 | Apply a routing rule to route cases to a queue. |
| 7 | Open the menu for additional actions including Assign, Add to Queue, Run Report, Email a Link, Share, Follow, or Unfollow cases. |
Edit case data
Let's explore the fields you can edit on the Case Summary tab:
| Label | Description |
|---|---|
| 1 | In Case Details, you can update the Case Title, Customer, Subject, Priority, Case Status, Product, and Description. |
| 2 | These are attributes that are set when the case is created by the system including Case Number, Origin, and Created On Date that won't change. You can change the case owner here. |
| 3 | Select the plus sign (+) on the timeline to expand the menu of timeline actions. |
Let's explore the fields you can edit on the Case Additional Details tab:
| Label | Description |
|---|---|
| 1 | You can set Service Level Agreement (SLA) attributes on the case so that customer support managers can measure the overall success of the support organization against its goals of meeting customer Service Level Agreements. |
| 2 | Associate a Parent Case, classify the Type of case, and apply a support Entitlement. |
| 3 | Sort and export the list of Associated Knowledge Articles. |
| 4 | View and export the list of Similar Cases. |
| 5 | View, add associations, and export Child Cases. |
| 6 | View and export the list of Merged Cases. |
Work with activities
From the Customer Service Agent Dashboard in Customer Service workspace, you can:
Customer Service Amazon
| Label | Description |
|---|---|
| 1 | Select multiple activities to work with. Select the top check mark to choose all, or select individual check boxes next to each activity to select a specific group of activities. |
| 2 | Edit selected activities. |
| 3 | Delete selected cases. |
| 4 | Open the menu for additional actions including Mark Complete, Cancel, Set Regarding, Assign, Email a Link, Add to Queue, Run Report. |
Create and search knowledge articles
From the Customer Service Agent Dashboard in Customer Service workspace, you can access knowledge search and knowledge articles:
| Label | Description |
|---|---|
| 1 | Select the plus sign (+) to expand the tab menu. |
| 2 | Select Knowledge Article or Knowledge Search. You can also create and manage knowledge articles in other ways. For more information, see Create and manage knowledge articles. |
Intelligent knowledge suggestions are displayed in the productivity pane while you are working on a case.
Use email templates and signatures
From the Customer Service Agent Dashboard in Customer Service workspace, you can access email templates and signatures as follows:
- Select the plus sign (+) to expand the tab menu.
- Select Email Templates or Email Signatures.
Productivity pane with Smart Assist
While you are working on a case, the productivity pane on the right side of the Customer Service workspace displays intelligence-driven suggestions to help agents better help customers. The productivity pane hosts Smart assist, which suggests related cases and knowledge articles that could be relevant to the current case, and agent scripts to guide agents through a consistent series of steps with potentially automated actions through macros.
For more information, see Productivity pane.
See also
Work with cases in Customer Service Hub
Work with activities in Customer Service Hub
Overview of the productivity pane
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Customer satisfaction is defined as a measurement that determines how happy customers are with a company’s products, services, and capabilities. Customer satisfaction information, including surveys and ratings, can help a company determine how to best improve or changes its products and services.
An organization’s main focus must be to satisfy its customers. This applies to industrial firms, retail and wholesale businesses, government bodies, service companies, nonprofit organizations, and every subgroup within an organization.
Model of Customer Satisfaction
There are two important questions to ask when establishing customer satisfaction:
- Who are the customers?
- What does it take to satisfy them?
Who Are the Customers?
Customers include anyone the organization supplies with products or services. The table below illustrates some supplier-customer relationships.
Note: that many organizations are both customers and suppliers.
| Supplier-customer relationship examples | ||
| Supplier | Customer | Product or Service |
| Automobile manufacturer | Individual customers | Cars |
| Automobile manufacturer | Car dealer | Sales literature |
| Bank | Checking account holders | Secure check handling |
| High school | Students and parents | Education |
| Hospital | Patients | Healthcare |
| Hospital | Insurance company | Data on patients |
| Insurance company | Hospital | Payment for services |
| Steel cutting department | Punch press department | Steel sheets |
| Punch press department | Spot weld department | Shaped parts |
| All departments | Payroll department | Data on hours worked |
What Does it take to satisfy the Customer?
Organizations should not assume they know what the customer wants. Instead, it is important to understand the voice of the customer, using tools such as customer surveys, focus groups, and polling. Using these tools, organizations can gain detailed insights as to what their customers want and better tailor their services or products to meet or exceed customer expectations.
Customer Satisfaction Process Improvement
Customer Satisfaction resources
You can also search articles, case studies, and publications for customer satisfaction resources.
R. L. Polk & Co.: Making Every Issue the Only Issue (PDF)Annual customer surveys for R. L. Polk & Co. identified opportunities for improvement in customer contact and issue resolution. By following the same steps for every issue and performing full root cause analysis for 100% of issues, Polk increased operational excellence and improved customer satisfaction.
Move from Product to Customer Centric (Quality Progress) 'Customer centricity' is about listening to your customers, with a focus on collecting, understanding, and acting on customer feedback and providing tools for easy access to this information.
Costumer's Guide
Don’t Measure Customer Satisfaction (Quality Progress)Customer perceived value is a better alternative to traditional customer satisfaction measurements.
Customer Service
Linking Customer Satisfaction to Product Design: A Key to Success for Volvo (Quality Management Journal) A framework for bridging the quality satisfaction gap at Volvo integrates quality function deployment and customer-satisfaction modeling.