Summary
IoT connected devices, such as sensors, have become a significant tool in providing service to customers. A single device can have multiple sensors that can report important information back to the organization. By analyzing and understanding this data, organizations can begin to create support solutions to enhance their customer service. Connected Customer Service provides organizations with the tools that they need to remotely monitor and interact with IoT devices directly from the Customer Service hub and Customer Service workspace. With business process flows, organizations can create strategies for creating cases based on alerts that connected devices generate.
This module examined how you can get started with Connected Customer Service, including:
Defining Connected Customer Service and exploring the different use cases that it can support.
Explaining the differences between the deployment options for Connected Customer Service.
Examining the process for setting up Connected Customer Service with Azure IoT Hub.
Describing the process for setting up Connected Customer Service with Azure IoT Central.
Explaining how customer assets are associated with IoT devices.
Now, you should be able to determine which deployment option, out of Azure IoT Hub and Azure IoT Central, that you can use in different scenarios.
Your next steps would be to gain a deeper understanding of how to register devices and manage the interactions between Dynamics 365 Customer Services and IoT devices. This enhanced learning would include creating alerts with Power Automate cloud flows and sending commands to devices.