In today’s fast-paced world, the Internet of Things (IoT) has become a critical component of company operations across multiple industries. The proper management of IoT devices is crucial, and this is where Connected Customer Service comes in. Connected Customer Service integrates IoT devices with Dynamics 365 Customer Service to provide IoT diagnostics, device upgrades, and case management on the same platform, allowing enterprises to handle issues more quickly, decrease downtime, and maintain flawless device performance.
One notable feature is the ability to diagnose and fix issues remotely. By connecting to IoT devices, service agents can identify problems without physical intervention. This results in reduced downtime, lower operational costs, and customer satisfaction is increased because problems are resolved quickly.
Dynamics 365 Customer Service can connect to IoT devices either through Connected Customer Service for Azure IoT Central or Connected Customer Service for Azure IoT Hub.
With Connected Customer Service, agents have an extensive collection of tools available. Agents can convert IoT alerts into cases:
Access a customer’s device alert history and view real-time device readings and device history summaries.
Send commands to the device directly from an alert:
In conclusion, having a centralized and efficient management platform, such as Dynamics 365 Customer Service that includes the Connected Customer Service integration, is a welcome addition for simplifying and optimizing IoT management.
