UJET Integration with Microsoft Dynamics

Combine actionable data intelligence and a cloud-native platform to offer high-quality, reliable customer support

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IntroductionUJET integrates with Microsoft Dynamics to give support teams access to pertinent Microsoft Dynamics features and offers a streamlined agent interface and experience. Agents focus on a positive customer experience managing multiple channels while taking advantage of the Microsoft Dynamics platform.

The UJET platform is designed to improve the customer experience and make the agent workflow more efficient. Features like intelligent routing created from custom queue rules direct customers to self-service solutions or transfer them to agents directly for urgent resolution.

UJET Direct Access Points (DAP) use specific tools to connect customers directly with support teams.

• Phone number DAP uses custom numbers to access a predetermined part of the IVR or issue-specific agent.

º Provide a special number for customers paying for a Pro subscription, and have that number point directly to your T2 team

º Marketing is running a campaign for spring - display a special number just for that campaign that goes to the main queue and track calls to that number for the marketing team’s metrics

• CRM User Segment DAP searches contact info and directs customers to a queue or agent. User segment rules are set by support teams.

º Automatically route your customers to the right languaged based on their country field on their contact - no need to send them through a menu to select a language.

º Mark customers who pay for elevated support packages and send them to a 24 hours queue that other members can’t access.

• UJET’s API Response DAP supports complex evaluations of various end user profile data to route customers to the most context appropriate end points. Lookup user profile data from your Microsoft Dynamics CRM or any web accessible datastore.

The UJET mobile SDK connects customers to a native and branded support experience. All Microsoft Dynamics integrations are supported in the mobile SDK for Android and iOS.

º Initiate workflows, processes, and flows using information from UJET or custom data from your In-App and Web SDKs.

©2020 UJET, All Rights Reserved | www.getujet.com | 1-855-242-UJET

Features

Data Configuration and Integration

UJET’s integration with Microsoft Dynamics is designed to simplify the amount of work required to complete tasks.

End User Information Lookup Flexibility

Support can determine where and how end user interaction information is found.

Use Case: Have levels of verification that automatically update in the Microsoft Dynamics case based on what the end user has done. For example, no verification is Level 0 and red; username and password is Level I and yellow; and FaceID or TouchID is Level II and green.

Standard and Custom Post-Interaction Surveys

• Send customers surveys to gain valuable feedback.

• UJET’s integration supports CSAT and custom surveys.

• Display and report on customer facing CSAT within UJET or in Microsoft Dynamics

Use case: Have an advanced formula field that selects a 1 - 5 star image dependent on what the customer selected.

Configuration Options

• Multiple sessions can be attached to a single case/record. Files, actions, call session data (call and chat metrics), and transfers are all attachable.

• Admins also have the opportunity to attach to a case by default or any other object.

• Admins have the option to append an existing or open case with updated information.

©2020 UJET, All Rights Reserved | www.getujet.com | 1-855-242-UJET

Agent Adapter

UJET’s Agent Adapter simplifies the user interface so all information lives in a single instance instead of multiple tool management.

• Call and Chat adapters exist within the Microsoft Dynamics environment.

• Multiple notification options for incoming requests.

• A list of session objects.

• Agent Adapter can auto-answer incoming support requests and display a multiple contact selection screen.

• Agent stats are available within the Adapter. - how many calls answered, CSAT ratings, avg duration of calls

• Real-time media sharing options like photo and video sharing and text input to increase issue resolution time.

• Option to view SMS text input from customers.

• Listen to voicemails and call back customers.

• Use smart actions to get real-time photos and videos. Use Microsoft Dynamics to track the usage of these actions and to automatically delete any PII after defined periods of time.

Use case: Have a boolean field that is automatically checked if a photo or video is uploaded.

Use case: Use a Microsoft Dynamics apex trigger to auto delete attachments and files of a certain type and dependent on whether PII was included after a set period of time.