Microsoft Partner of the Year 2019
Customers and users want accurate answers to their questions wherever they are and when they need it. Digital solutions transform the way of handling customers’ requirements. When using Microsoft Dynamics 365 for Customer Service (CRM), you have chosen one of the best software for digitally personalizing your Customer Service. By adding the Microsoft Dynamics Knowledge Management app, you will gain even more improved customer experience and empowered agents, due accessing intelligent knowledge.
Challenges to achieve successful knowledge management
- Lack of time creating and updating knowledge articles to avoid knowledge gaps
- Lack of established processes and techniques for capturing and updating knowledge in real time
- Knowledge located in many different locations and in the minds of many people
- Unclear ownership of knowledge resulting in duplicated and inconsistent knowledge
- Difficult to achieve self-service adoption.
How does the Microsoft Dynamics Knowledge Management app work?
The knowledge management app, ComAround Knowledge™, is cloud-based and AI Knowledge Management Software specifically designed to optimize your support flow and create an excellent agent and customer experience by sharing consistent and personalized knowledge across channels.. ComAround enables and supports your digital transformation from on-premise to cloud based and demand driven knowledge in real-time. The solution is powered by Microsoft technology and is KCS Verified.
Findable knowledge – Easy to find relevant knowledge with the powerful Azure search engine of ComAround Knowledge™ integrated into Dynamics search.
Structured knowledge – The knowledge is structured for accurate searching and for consistent capturing of knowledge.
Predicts knowledge – Microsoft Artificial Intelligence and Machine Learning predicts and presents relevant knowledge for customers and users before they know they need it.
No knowledge duplicates – The Duplicate Article Cleaner finds and removes duplicate knowledge articles to ensure healthy and accurate content.
KCS Verified knowledge workflow – Enables customers and users to collaborate and enhance the knowledge with rights and permissions based on proven skills and knowledge.
Clear ownership of the knowledge – Clearly reveals who is responsible and receives instructions when something needs to be created or updated.
Self-service success – Self-service success is dependent on knowledge. The positive experience of when, where and how to find knowledge and the quality of it, makes your self-service successful.
What is included?
- A plug-and-play app to experience the excellence of a specialized and intelligent knowledge management solution
- The workflow is KCS® Verified, and aligns with the best practice methodology Knowledge-Centered Service
- The only KCS® Verified knowledge solution based on Microsoft technology (e.g, Microsoft Azure, Power BI, Azure Search, BOT)
- Prepopulated with knowledge articles for standard applications, including: Windows & Mac O/S, Outlook, Office 365, Adobe, etc.
What are the benefits?
- Accelerating your digital transformation – Accurate knowledge at the right place and in the right time
- Happy customers and brandloyalty – Quickly receiving accurate answers to customer questions 24/7
- Satisfied Customer Service team – 20-40% improved employee satisfaction
- Saving time and costs – A solution that facilitates and ensures an empowered knowledge management process. 50-60% improved time to resolution, and 30-50% increase in first contact resolution
Ale Municipality – A central cloud-based knowledge and digital support hub
Ale Municipality has a clear Microsoft focus using Office 365 and Dynamics 365. Ale Municipality needed a KB and self-service solution to support the organization. Initially the scope was for IT, but has expanded into other areas of the organization.
See the recorded video “Digital transformation”
With Marcus Gullberg, Director of Business Development at Microsoft. From ComAround Inspiration Day 2018.
About the ongoing work and development of Microsoft’s Azure platform which provide powerful and smart building blocks that helps improve business benefit and make customer experience faster and easier than ever before.
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