What are some key features of Live Assist for Dynamics 365?
The Live Assist solution is a robust, feature-rich offering including:
Chat
- Fully integrated agent capabilities within MS Dynamics
- Single Sign On
- Agent picture
- Manage multiple chat conversations within MS Dynamics “universal service desk”
- Operational reports – Real time
- Canned content
- Co-browse is included in the base Live Assist package
- “Chat Context” – Visitor information panel, including transcripts, visitor information, pre-chat data.
- “Rejoin Link” – Off-site engagement (get back to skill)
- Multiple “queues” (skills)
- View queue
- Lookup agent and transfer
- Join conversations and private messages
- Timer based chat notifications
- Consumer CRM card viewed opportunity chat initiation
- Consumer wait time in queue color indicator
- Engagement history API with 13-months retention of the data
Co-browse
Agent Experience
- Co-browse is included in the base Live Assist package
- Push pictures and documents from the expert to the customer for faster information sharing
- Both customer and agent can simultaneously review and fill out forms on the web page
- Agent can remotely assist to fill out portions of forms for customer, with sensitive fields masked
- Annotate remotely for customer on web pages
- Document Object Model (DOM) is not shared by Live Assist
- Supports co-browsing on iOS and Android
- Avoids formatting inconsistencies between browsers
Consumer Experience
- Consumer information includes picture
- Monitor consumer website
- Engagement management and branding (proactive and reactive)
- Branded window
- Surveys
- PCI form
- Send transcript via email
Campaign Administration
- Manage users, groups and skills
- Manage campaigns for branding and proactive journeys
Additional capabilities and features are planned.
