Demo: Microsoft Solutions for Government Inspections - Part 2: 311 or Department Call Center Experience

Using the example of an emergency siren requiring repair, this 4-part demo series tracks how your government can quickly, easily, and effectively approach addressing the problem - from the Citizen, to the 311 or Department Call Center, to the Resource Manager or Dispatch, to the Field Technicians - all with Microsoft technology.

In part 2 of this 4-part demo series, the focus is on the 311 or Department Call Center experience and the Microsoft Dynamics 365 Field Service capabilities that support it. The case management area allows for cases to be viewed, and in the example given, the case is about a siren not working. The knowledge base and artificial intelligence are used to suggest possible resolutions, and in this case, an article from the knowledge base is linked to the case. The case is converted to a work order and sent to the field service work order management system. The work order includes details about the account, assets, and the estimated time required to complete the job. The products and services needed to complete the task are also listed in the work order.

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