Course Overview The 1-800-Flowers.com Family of Brands is committed to delivering a best-in-class customer experience. Successfully communicating via email, documenting details, and communicating professionally and effectively are key components of our goal of satisfying every customer on first contact, resulting in happier customers. ​ ​ By the end of this course, you will be able to: Navigate the Microsoft Dynamics Interface:​ Efficiently navigate the main dashboard, menus, and workspaces. Log In and Customize Settings:​ Securely log in and configure user profiles and dashboards. Manage Cases:​ Create, assign, and track cases within the platform. Send Emails:​ Compose, send, and manage emails directly in Microsoft Dynamics. Link Emails to Cases:​ Ensure emails are connected to Cases for accurate documentation.​ HOME SCREEN My Work Items - The My Work Items or Omnichannel Agent Dashboard shows your open work items. To change the dashboard, click the down arrow beside My Work Items Navigation or Hamburger Icon - This icon will open the navigation pane and include sections such as Contacts and Conversations. Home - This is your home screen, and your app will open to this page every time. Inbox Views - You have two inbox views, My Work Items and Closed Work Items Work Item View - Once you select a work item, it will open in this section, and you will be able to view the conversation details.. Work Items - After choosing a view, this box will display the relevant information. You can minimize the inbox views panel on the left using the icon in the top left. Additionally, in the top right, you can search, refresh, and filter your list of work items using the icons provided. Lesson Summary Set your presence status to Available when you log in so your team knows you’re ready to take email cases. Click the Navigation (Hamburger) icon to open the menu and access sections like Contacts and Conversations. Use the My Work Items (Omnichannel Agent Dashboard) to view and manage your open cases. In the Work Items area, you can search, refresh, or filter your cases and open one to see the full conversation. RESPONDING AND MANAGING CASES Understanding Cases, Emails, and Copilot A case is a record in Microsoft Dynamics that tracks a customer’s question, issue, or request. It keeps all emails, notes, and actions in one place so you can manage and resolve the issue efficiently. An email is one of the interactions within a case. You’ll use emails to communicate with customers about their issue or to transfer messages to other queues if another team needs to handle them. Microsoft Copilot is an AI-powered assistant built into Dynamics. It can help you summarize customer interactions, check case details, and draft professional email replies. Copilot is a great starting point — but you must review, edit, and confirm accuracy before sending any message. Managing Email Cases To manage a case: Click the Cases icon on the left under My Work Items. Find your assigned case in the queue or use search to locate it. Open the case and review the full email thread and any notes to understand the customer’s situation. The Case screen shows key details like the Title, Customer, along with the email timeline and assigned agent. KA-03646 When to Use Analyze Case You CAN use Analyze Case if: The Description field is filled in. The email is from a customer (received on or after April 29, 2025). Do NOT use Analyze Case if: The email case was created by another agent as an internal escalation. For example: If a Personalization Mall agent creates an email case to escalate a situation to an Executive agent. The Description field is blank -Quick Steps for Using Analyze Case Open the Case.-Go to your assigned email case. Click Analyze Case at the top. Review the Panel.-Issue Summary – Check the customer’s request. Information Received – Verify sender type, name, and order info. Escalated? → If Yes, no AI response will appear. AI Response – Review the suggested reply. Validate the AI Response.-Confirm sender info, verification status, and wording. Click 👍 if correct. Click 👎 if incorrect → Select reason + brief note. Reply to the Email.-Review and edit AI message for accuracy and tone. Send the Email.-Finalize your message. Click Send. Resolve the Case.-Click Resolve Case. Choose the correct wrap-up code. Click Save & Close if the email requires no further action. Save & Close the Case Selecting an appropriate wrap-up code and using Save & Close must always happen, whether the interaction is inbound or outbound. Click Resolve Case. Choose the Wrap-Up Code – Select the appropriate code from the dropdown menu. Picking the correct code (or the one closest to the reason the customer contacted us) helps track trends and improves reporting. Review Article KA-03466 for Wrap-Up Code descriptions. Click Save & Close, if the email requires no further action. When to Transfer to a Different Queue(ADD TO QUEUE BOX) To transfer a case to a different queue, select Add to Queue. Use when: The case needs to be handled by a different team, skill group, or department. The case requires special handling (e.g., escalations, billing issues, technical support). The case is no longer your responsibility — it should move to the queue where the next available agent will pick it up. How to Transfer to a Different Queue Hover over each step for additional information. These steps can also be found in Article KA-03736. 1. Click Add to Queue. 2. Enter the queue name. 3. Click Add to Queue. 4. Click Save & Route. 5. Click Route. 6. Click Close. Lesson Summary Emails are customer messages; cases are the records that track and manage those interactions. The Analyze Case features a helpful starting point—but always review the case details and make sure the response reflects the customer’s actual issue. Accept emails within 10 seconds of receiving the Work Item notification. Remember to always choose a Wrap-Up code and Save & Close your email interactions. STEPS IO SEND AN OUTBOUND EMAIL-Article KA-03620 1. Open a New Case Click Cases → New Case. 2. Enter Case Information Case Title, Customer, Brand, Brand Mailbox Ensure the correct brand and outbound mailbox are selected. 3.Save the Case Click Save → Case Number populates automatically. 4. Compose Your Email Click + Icon → Email 5. Draft Your Email Add Subject: [Brand Name] [Order Number] Use templates if needed (Insert Template) Start composing; your signature is pre-filled 6. Review and Send Proofread for accuracy and clarity. Click Send. 7. Resolve and Close Click Resolve Case → Choose wrap-up code (Always select the correct wrap-up code.) → Click Save & Close BUSINESS COMMUNICATION Lesson Summary Outbound emails are sent to customers to provide assistance, follow up on issues, or share important information, ensuring smooth communication and problem resolution. ATLAS Brands agents send emails when working MON and contacting customers or florists. HD Specialty, Supervisors, and Executive Services teams send emails when handling holds and needing to communicate with customers. Ensure you select the correct brand and outbound brand mailbox associated with your current workload. After sending the outbound email, click Resolve Case, choose the appropriate wrap-up code, and Save & Close. This step must always happen, whether the email is inbound or outbound. Lesson Summary Keep your emails short and simple by removing unnecessary words, using familiar language, and organizing related information together. Answer the customer’s question first, provide clear explanations with concrete examples, and stay focused on the topic. Use a conversational style, writing as if you are talking directly to the customer, while staying friendly and professional. Respond promptly and thoughtfully, showing empathy and understanding to make your communication human and helpful.