Introduction
With the technology that is currently available to consumers, being a customer is a much different experience than before. One area that has created the greatest impact for customers is the Internet of Things. The Internet of Things (IoT) refers to physical devices around the world that are connected to the internet. Each device collects and shares data. Because computer chips are less expensive and wireless networks are globally available, you can communicate with anything. It can be something as small as a pill or something as significant as large aircraft. Connecting these objects and adding sensors can enhance the level of digital intelligence to devices that would otherwise be unaware of the world around them. Now, these devices can communicate in real time without involving a human being.
These IoT devices generate data, and some of this data might be triggered based on an event that occurs, such as sensors detecting something or someone initiating the event. For example, a temperature sensor in a smart refrigerator might trigger when the temperature goes above a specific setting. Depending on the device, the amount of data that comes from it can be substantial. Other data might be presented through constant broadcasting of status details. Regardless of how the data is captured and broadcasted, with the data that comes in from IoT-enabled devices, organizations can better focus on the low-level details of ingesting telemetry. As a result, rather than concentrating on how to handle a detected problem, the company can immediately dispatch a technician on site to resolve it.
Overview of Connected Customer Service
Connected Customer Service is an add-in solution to Microsoft Dynamics 365 Customer Service. It connects IoT telemetry data to business actions in the Dynamics 365 Customer Service Hub and Customer Service workspace apps. It can take the data that is being ingested and help run actual business actions on the data. Often, this feature helps businesses become more proactive instead of reactive, and it helps them transform their business models of how to work with customers.
The simplest way to think about an IoT as part of a complete IoT solution is to consider things that generate data, insights that are based on generated data, and actions that are based on insights.
Detect and diagnose
Connected Customer Service is an important part of the actionable insight's principles. As data from IoT devices is collected, it can be displayed in Dynamics 365 Customer Service. After the data has been captured, organizations can trigger business actions based on the received data. This approach creates the ability for organizations to potentially detect and diagnose problems before customers are aware of them, and it lets IoT devices provide initial communication with an organization.
The following diagram is from the Microsoft Azure IoT reference architecture, with a highlight around business integration, where the Connected Service Add-in for Microsoft Dynamics 365 fits with the reference architecture.
For example, when the sensor in the smart refrigerator triggers an alert indicating that filter needs replacement, you can order specific parts and have them delivered. If a technician is required, you can use this information to proactively schedule an on-site visit or use an automated command to reset the device.
Another example would be a smart car. Increasingly more automobiles can perform self-diagnostics. When a problem is detected, owners are notified and asked if they want to schedule a service appointment. With Connected Customer Service, organizations can trigger their actual business processes based on that data.