Let us jump into the Customer Service Model-Driven App. Or perhaps we can do it in Omni Channel? Or wait, This might be a job for Field Service? Heck! Let's just build our own Support Power App.

I'm ready to take you all through the ever-expanding suite of Power Platform and Dynamics 365 tools, taking the route from the initial contact of support to the moment a support agent connects to you with Remote Assist's one-time meeting feature.

The talk will then turn to the benefits of each application and call out the right stage to deploy them in the support process. The session's main objective is to drive some inspiration on crafting an innovative support experience using the latest Microsoft tools. We'll Micdrop in some Copilot capabilities too, aiming to reduce the support team's time spent on calls and case management.

What is the ultimate goal I hear you ask? To transform the Customer service function from reactive responders to proactive professionals.

This choose-your-own story adventure will equip you with ideas to revolutionise the support process, combining innovation with practicality, all while navigating the world of Microsoft's Technology.