wide_LR_nopieces_transparent

Microsoft Dynamics 365 COSMIC

Microsoft developed COSMIC (Customer Obsessed Solution Management and Incident Care) to help streamline the tasks required to complete a transaction. It provides a clear view of the case as it progresses and uses defined stages to show status from start to finish. It’s one tool of many that your business can leverage with Microsoft Dynamics 365.

Contact us for more.

Offer seamless connectivity between multiple systems.

COSMIC communicates seamlessly across multiple platforms, including portals that Microsoft customers andpartners—companies that provide Microsoft products or services—use to submit issues or check the status of acase.


Optimize agent workflow

In COSMIC, we can apply multiple types of holds on a case. Now, agents can reach out to multiple teams concurrently for help—such as asking a customer for more information while they reach out to the sales team for assistance.


Support flexible and configurable SLAs

With COSMIC, SLAs can beconfigured in any number of ways—by the business unit, by geography, and so on.


Harness the power of the cloud

COSMIC takes advantage of flexible AzureBlob storage, advanced Azure Machine Learning, and artificial intelligence capabilities that give us instant texttranslation services and sentiment analysis.

Provide dynamic dashboards and reporting

COSMIC data is published in near real-time with the data repositories the system draws from. This gives alloperations teams—including vendor operations teams—data for further analysis and performance reporting.


Eliminate institutional knowledge

In COSMIC, agents are certified to complete specific tasks. Taxonomies define the tasks that are presented to agents, which means that agents receive only the tasks that they are qualified to complete. Cases are created in templates, and agents can convert email messages to cases when necessary.

Automated Workflow

Automated Workflow

Configure don’t create:

How Microsoft automated its own complex business processes

Check out some of our other content

Lorne

Keep your hybrid work environment protected, and your sensitive data safe with @Microsoft security. Subscribe now and contact [$profile.organization]* to learn more.

More »
Lorne

As consumers become more mindful about how they spend their money, retailers must rethink their overall strategy to deliver longer-lasting products and better customer service. This will shape both the future of the industry and the technology that drives it. In this article, learn about the six main forces that will influence #RetailTech this decade.

More »
Lorne

In today’s dynamic markets, having flexible technologies that adapt to these shifts is critical for any business. In this article, you’ll learn how software-as-a-service (SaaS) models like #Microsoft365 are becoming key enablers for organizations to empower end-user collaboration and enhanced #EnterpriseSecurity.

More »

Contact Us

If you would like more details about how Aria Consulting can help YOUR organization with Dynamics 365 Case Management, please complete the form and we will get right back to you!

WPChat