Patient Service Center

Important

This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.

Enabled for	Public preview	General availability
Users by admins, makers, or analysts	Jul 20, 2020	Oct 28, 2020

Business value

Ensures that the patient is met with a contact center agent who is aware of the patient’s contact center details prior to receiving the call.

Patient Service Center provides the following capabilities:

Monitor patient conversations: Omnichannel ongoing conversations dashboard provides information on the conversations that are handled by the agents through Sentiment Analysis.
Patient 360 views: Omnichannel for patient service configuration specific to provider (Patient 360) that provides specific scripts and workstreams to address patient issues.
Understand call center effectiveness: Insights for Customer Service leverages conversation intelligence to provide insights to call center managers on contact center agent performance.
Follow up on patient satisfaction: Power Automate flows send the provider specific follow-ups (such as surveys, care tasks, and reminders).