{"id":32703,"date":"2022-10-06T15:57:39","date_gmt":"2022-10-06T10:27:39","guid":{"rendered":"https:\/\/www.inogic.com\/blog\/?p=32703"},"modified":"2022-10-17T11:57:29","modified_gmt":"2022-10-17T06:27:29","slug":"utilizing-the-swarming-feature-in-teams-preview-for-intelligent-collaboration-within-dynamics-365","status":"publish","type":"post","link":"https:\/\/www.inogic.com\/blog\/2022\/10\/utilizing-the-swarming-feature-in-teams-preview-for-intelligent-collaboration-within-dynamics-365\/","title":{"rendered":"Utilizing the Swarming feature in Teams (PREVIEW) for intelligent collaboration within Dynamics 365"},"content":{"rendered":"

Microsoft is continuously working on the Dynamics 365 feature which leverages the advantage of integration with Teams. In this blog, we will explore one such feature inside the D365 customer service named \u201cCustomer support swarming (preview)<\/strong>\u201d.<\/p>\n

Note that this feature is still in PREVIEW <\/strong>mode.<\/p>\n

Need: <\/strong>To sustain any business in the long run \u201cCustomer Service\u201d plays an important role. You can earn or lose customers for life depending upon how fast and effectively your customer service is responding to raised cases.<\/p>\n

Sometimes, resolving complex cases seems to be challenging due to many reasons, let\u2019s say the customer agent is new, and hence due to lack of prior experience not able to provide a quick resolution on the case. The reason can be anything but this will lead to less effectiveness while resolving and responding to the case.<\/p>\n

Customer support swarming transforms the entire organization into a unified customer service team by easily and intelligently bringing together the SMEs (Subject Matter Experts) and Customer Agents on one platform which in turn helps to effectively respond to and resolve complex cases quickly by using the inbuilt collaboration feature. Mainly it would be knowledge\/information\u00ad\u00ad transfer from one person to a group of people by collaborating on Teams.<\/p>\n

By collaborating and asking questions in swarm chat where SMEs are identified based on their skills, the Agents will get a better idea of what resolution they can be offered.<\/p>\n

In short, the Swarming feature is nothing but the platform offered to bring the right people (having the right skills\/expertise) together for meaningful discussion and to resolve the case effectively.<\/p>\n

Let us now see how to set up this feature in D365.<\/p>\n

Setup: <\/strong>Before turning on the Swarming feature, yo\u00adu must make sure that Teams collaboration and chat setting is turned on already.<\/p>\n

Navigate to Customer Service Hub app > Service Management >Embedded chat using Teams > turn the toggle on for \u201cTurn on Microsoft Teams chats inside Dynamics 365<\/strong>\u201d as shown below:<\/p>\n

\"intelligent<\/p>\n

NOTE:<\/strong> If you haven\u2019t turned on the \u201cMicrosoft Teams chats\u201d setting and set up the \u201cSwarming\u201d under the \u201cService Management\u201d > \u201cSwarming Using Teams\u201d > then you won\u2019t be able to do it in the first place and you will experience the below window:<\/p>\n

\"intelligent<\/p>\n

When you enable the \u201cMicrosoft Teams chats\u201d and then navigate to \u201cSwarming Using Teams\u201d > you will now see all the available options to configure, by default this setting is off, and need to turn it on explicitly as it is still in PREVIEW.<\/p>\n

\"intelligent<\/p>\n

There are 6 sections that you need to configure quickly, as shown in the below screenshot:<\/p>\n

\"intelligent<\/p>\n

\"intelligent<\/p>\n

1. Agent swarm guide: <\/strong>It guides to help agents know what content to include to start a swarm. It is regarding a quick overview of the swarm and why it started.<\/p>\n

\"intelligent<\/p>\n

2. Case details: <\/strong>There is a \u201cCase form for swarming\u201d dedicated form available which is displayed when the Swarm chat starts (shown in the later screenshot).<\/p>\n

You can turn on the \u201cCase form for swarming\u201d form as by default it is off as shown below:<\/p>\n

\"intelligent<\/p>\n

You can turn on the \u201cCase form for swarming\u201d form as shown below:<\/p>\n

\"intelligent<\/p>\n

3<\/strong>. Skills:<\/strong> Define the relevant skills. Click on \u201cGo to skills\u201d, you can have one or more skills as per your organizational need. E.g. \u201cIT Support\u201d skill created as shown below:\"intelligent<\/p>\n

Related to Skill\/Characteristic, you need to define \u201cBookable Resource Characteristic\u201d by simply selecting \u201cResource\u201d and the \u201cRating Value\u201d. I have defined the \u201cProficient\u201d rating for the \u201cIT Support\u201d characteristic as shown below:<\/p>\n

\"intelligent<\/p>\n

NOTE: <\/strong>While defining the \u201cBookable Resource Characteristic\u201d record make sure you have selected the appropriate form as highlighted above.<\/p>\n

You can create one or more \u201cBookable Resource Characteristic\u201d records I have created only one record for the resource \u201cKelvin Jeff\u201d as shown below:<\/p>\n

\"intelligent<\/p>\n

4. Condition rules:<\/strong> Define the condition and skills to be applied for the swarm as below:<\/p>\n

\"intelligent<\/p>\n

As per the skills attached e.g. \u201cIT Support\u201d in our scenario, the swarm finds and invites the SMEs to collaborate and start swarm discussion.<\/p>\n

\"intelligent<\/p>\n

NOTE:<\/strong> I have not added any condition, as I want every swarm request should have the \u201cIT Support\u201d skill, you can define the condition and defined skills will be suggested accordingly.<\/p>\n

5. Automatically add to swarms:<\/strong><\/p>\n

This is a section that defines the additional users that get automatically added to the swarm.<\/p>\n

Managers will automatically be added to the swarm, but Team Admins and Account owners are optional. As you can see Manager Check box is by default selected and non-editable as shown:<\/p>\n

\"intelligent<\/p>\n

6. Swarm expert notification:<\/strong><\/p>\n

The Power Automate flow needs to be turned on which manages swarm invitations that are sent to experts.\"intelligent<\/p>\n

\"intelligent<\/p>\n

All the above configuration details you can find in this doc<\/a>.<\/p>\n

Once all configurations are done, then you will see the \u201cCreate Swarm\u201d button now start displaying on the \u201cCase\u201d form as below:<\/p>\n

From the command bar:<\/strong><\/p>\n

\"intelligent<\/p>\n

From the associated swarms\u2019 grid:<\/strong><\/p>\n

\"intelligent<\/p>\n

When you click on the \u201cCreate Swarm\u201d button, the Swarming form opens up which shows \u201cCase form for swarming\u201d on the left-hand side and \u201cAgent swarm guide\u201d on the right-hand side as shown below:<\/p>\n

\"intelligent<\/p>\n

NOTE: <\/strong>As highlighted above \u201cWhat skills do you need?\u201d auto-populates the \u201cIT Support<\/strong>\u201d skill as we have already configured it above while defining the \u201cSwarm rule\u201d.<\/p>\n

Click on \u201cSave and send invitation<\/strong>\u201d swarm will be created and teams chat will be started.<\/p>\n

\"intelligent<\/p>\n

Teams chat that will appear within the swarm request as shown below:<\/p>\n

\"intelligent<\/p>\n

Power Automate (Flow) will be triggered and once succeeded it sends a card to a resource related to that skill. Now, the resource can either accept or reject the swarm request.<\/p>\n

\"intelligent<\/p>\n

NOTE:<\/strong> Power Automate (Flow) uses the \u201cSwarm Participants\u201d record in the background which stores all the details required throughout the swarming process, statuses like Accepted, Rejected, Invited, etc. as shown below:<\/p>\n

\"intelligent<\/p>\n

Power Automate (Flow) sends the card to resource \u201cKelvin Jeff\u201d, the resource can either accept or reject this card depending upon its availability.<\/p>\n

\"intelligent<\/p>\n

When accepted by user \u201cKelvin Jeff\u201d, he gets added to swarm chat and conversation starts from there.\"intelligent<\/p>\n

By opening swarm chat, Kelvin can start the conversion as shown below:<\/p>\n

\"intelligent<\/p>\n

On the swarm request the ongoing conversation can be viewed as below:<\/p>\n

\"intelligent<\/p>\n

You can always navigate to sitemap and under \u201cService\u201d area > navigate to \u201cSwarms\u201d entity where you can view all the \u201cSwarms\u201d records created as shown:<\/p>\n

\"intelligent<\/p>\n

Conclusion<\/strong><\/h2>\n

The new swarming feature allows agents and SMEs to collaborate intelligently and work on several different items related to the issue and achieve the goal of quick responsiveness. Since they are all part of the same Swarm chat in Microsoft teams, they can keep each other updated in real-time.<\/p>\n

\"\"<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Microsoft is continuously working on the Dynamics 365 feature which leverages the advantage of integration with Teams. In this blog, we will explore one such feature inside the D365 customer service named \u201cCustomer support swarming (preview)\u201d. Note that this feature is still in PREVIEW mode. Need: To sustain any business in the long run \u201cCustomer\u2026 Read More »<\/a><\/span><\/p>\n","protected":false},"author":13,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[18,19,2029,2361],"tags":[1945,2632],"class_list":["post-32703","post","type-post","status-publish","format-standard","hentry","category-dynamics-365-v9-2","category-dynamics-crm","category-microsoft-teams","category-technical","tag-microsoft-teams","tag-swarming-feature"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/posts\/32703","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/users\/13"}],"replies":[{"embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/comments?post=32703"}],"version-history":[{"count":0,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/posts\/32703\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/media?parent=32703"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/categories?post=32703"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/tags?post=32703"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}