This article is contributed. See the original author and article here.
With the new semester just around the corner, we’re excited to introduce some fantastic new features in Forms to enhance your teaching and learning experience. Now, you can enjoy an improved data sync function to stay up to date, set rules to collect more accurate responses, pre-fill forms and quizzes, and easily manage response notifications. Let’s dive in and check more details. You can also try out from this template.
Let’s create a science club registration together to explore how we can make the most of these new features. Imagine you are a high school science teacher and trying to establish a science club where students from all grades can dive into fascinating topics beyond the curriculum and participate in fun, hands-on activities.
Improved Excel data sync function
You can start with Excel for the web to create the registration form, no need to visit Forms. This process will automatically generate a new form in Forms where you can add your questions. All the questions you add and responses you receive will seamlessly sync with Excel. (check more details: Forms data sync to Excel is now fully available with more functionality – Microsoft Community Hub)
Create forms from Excel for the web
Prefill answers for forms/quizzes
In this science club registration, you can use prefilled answers for fields like grade and class, creating unique links for each grade and class. This allows you to easily track and differentiate student distribution across different groups in the club. (check more details: Pre-fill Responses in Your Microsoft Forms – Microsoft Community Hub)
Set prefilled answer
Validation for open text question
To make sure students provide correct contact information and receive timely updates, you can set restriction for open text questions to only accept email formats. (Other types of restriction are also supported in Forms, check more details here: Validate open text responses in Microsoft Forms – Microsoft Community Hub)
Set validation on email address
Manage recipients of new response notification
You can set multiple key individuals to receive the notification when a new registration comes in, such as the club coordinator and an assistant. This allows them to quickly review and confirm new members, update the membership list, and prepare welcome materials. (check more details: Add or remove people from your form response notification emails – Microsoft Community Hub)
Add recipients for new response notification
Hope you find these new features useful for the new semester. If you’re interested in trying them out, simply start with this template.
This article is contributed. See the original author and article here.
All in on AI is a series featuring interviews from Microsoft executives across the company about what transforming work with AI means to their teams. Through these conversations, we’ll highlight the challenges each industry faces and the lessons we learned that our customers can use in their own AI journeys. In this episode, Colette Stallbaumer, General Manager, Microsoft 365 and Future of Work sits down with Mala Anand, Corporate Vice President, Customer Experience and Success at Microsoft to explore the integration of AI in customer service.
According to the 2024 Work Trend Index, a study exploring into the global trends affecting employee work and wellness, employees are struggling to keep up with the pace and volume of work. Many employees report feeling burned out and as a result, staff turnover is on the rise.
These trends have profound implications, underscoring a crucial shift: employees are now prioritizing their health and well-being over work. This is a pressing concern for all business leaders, particularly in customer service.
At Microsoft, we recognize the vital role our customer service agents play in delivering world-class care. As the front line between our business and our customers, the quality of our customer care directly impacts customer satisfaction.
Recently, Colette Stallbaumer, General Manager, Microsoft 365 and Future of Work joined Mala Anand, Corporate Vice President, Customer Experience and Success at Microsoft to discuss how our customer service teams are using AI solutions like Microsoft Copilot to ensure our customer service employees are empowered to focus on the most meaningful parts of their jobs. Here’s what she had to say:
Adapting to the customer service surge with the power of AI
Since 2019, Microsoft’s customer service teams, like many in the industry, have been managing a rising surge in calls from customers with complex needs.
As a service industry veteran and leader of our customer service organization, Mala and her team realized that just adding more call-handling capacity wouldn’t suffice. Their goal was to help teams at scale—to empower them to manage more inquiries, address more complex customer needs, and to more rapidly onboard new employees to help with the surge. They also saw an opportunity to reduce case volumes by introducing self-service options for customers.
The team began exploring the use of generative AI to enable a more consistent and seamless experience. Already one of the world’s largest support organizations using Dynamics 365 Customer Service, harnessing new AI capabilities could help the organization to automate and augment common support scenarios. As customer zero for our products, turning to Microsoft Copilot and Dynamics 365 Customer Service would enable us to quickly adopt the transformative power of generative AI, and share those learnings with business leaders to implement and improve their own customer support experience at scale.
Reimagining the customer experience with the power of AI
Transforming the employee experience with generative AI
As Mala explains in the interview, adopting Copilot in Dynamics 365 Customer Service and Copilot Studio created an opportunity to transform work across four key areas of Microsoft’s customer service landscape.
First, the Customer Service and Success team needed to speed up how quickly new hires could start helping existing customer service agents. Second, they wanted all support teams to access accurate information quickly and spend less time working across tools and data sources to collect customer and incident details. Third, they aimed to cut down on mundane tasks like data entry and paperwork so that customer service agents could focus more on complex issues that require empathy and judgment. Lastly, they aimed to improve self-help options for customers to handle their own questions, reducing the need for support requests.
AI has the potential to drive operational excellence, nurture customer loyalty, and grow value through the entire customer journey—making it one of the most valuable tools for enterprises to create a consistent, differentiated experience, build meaningful relationships, and deliver better customer care.
Mala Anand, Corporate Vice President, Customer Experience and Success at Microsoft
1. Supporting new hires with better onboarding
The Microsoft Customer Service team introduced Copilot’s case summarization feature to break down complex information into simple summaries, helping new hires understand customer issues more quickly. By surfacing relevant information from diverse sources such as internal documentation, knowledge bases, and websites, Copilot accelerates the learning curve, enabling agents to resolve customer queries faster and deliver superior service.
What’s more, Copilot supports new hires with ongoing learning and skill development by providing real-time assistance and insights. By using AI capabilities integrated into platforms like Dynamics 365 Customer Service, agents can more easily access tools and diagnostics and recommend optimal solutions. This empowers agents to deliver highly personalized customer experiences across all customer support needs, at a global scale.
2. Helping employees find the right information faster
With Copilot, agents can now find important information quickly, even if it was spread across different systems. Dynamics 365 Knowledge Assist helps agents zero in on the relevant information and articles faster than traditional search. It not only can suggest relevant information but provides context about the specific relevance of content and cites the source.
Having a more comprehensive and streamlined method to seek information not only helps agents solve issues more quickly—it gives them a more complete understanding of information relevant to the issue they’re trying to solve. Agents can now use this context, with Copilot, to craft a more thorough and accurate response to customers.
Before Copilot, creating detailed case summaries could take up to 30 to 40 minutes. Now, with Copilot, it’s done in 15 minutes or less. This not only speeds up how quickly customer service agents can handle customer requests but also lets them manage more cases without sacrificing quality.
Automating summaries and common email and communication tasks allows agents to spend much less time on repetitive tasks, giving them more time to focus on the more meaningful and often more rewarding aspects of their job.
Prioritizing self-service by integrating Copilot Studio into our customer-facing experiences is starting to make a big difference in how Microsoft handles customer service. Now, customers can use the power of generative AI in Copilot Studio to access self-help resources.
This change has reduced the amount of work customer service teams have to do and lets agents concentrate on more complex issues where customers require assistance. As a result, they’re getting things done more efficiently, working together better, and feeling more satisfied with their jobs.
Improved collaboration:Collaboration required among customer support agents decreased by 13%, making case resolution smoother and operations more efficient.
Enhancing efficiency: With Copilot, average chat case handling time reduced by up to 16%, giving agents better access to knowledge and improving overall efficiency.
Increasing productivity: Agents using Copilot became more productive, handling up to 12% more cases, which allowed them to serve more customers effectively.
And that’s just the start. Mala sees a future for Copilot that will revolutionize the customer services industry, making it more efficient, responsive, and customer-centric.
These include things like automatically connecting customers with appropriate experts, helping customers solve complex problems on their own, predicting issues before they happen, and personalizing interactions based on customer information and preferences.
Copilot learning hub
Learn how to use Microsoft Copilot based on your role
By automating routine tasks and helping teams find information faster, Copilot helps our employees focus on what really matters to them, allowing them to dive deeper into the parts of their jobs they love.
The speed at which AI is transforming business today is unprecedented, reimagining the way we work. We envision a future where AI alongside human expertise reduces and eliminates the seams in the support experience.
Mala Anand, Corporate Vice President, Customer Experience and Success at Microsoft
Today, the power of AI is revolutionizing how companies innovate and create large-scale impact in all areas. Leveraging generative AI throughout the customer journey enables businesses to foster enduring customer loyalty by improving the overall experience, adding value at each interaction.
This interview is part of our All in on AI series that explores how Microsoft is adopting AI across different areas of our business. Next, Kathleen Hogan, Microsoft Chief People Officer, sits down with Jared Spataro to share how AI is helping human resource teams do more with less and to share the transformative best practices she used to drive some of the highest, fastest AI adoption rates Microsoft has ever seen.
This article is contributed. See the original author and article here.
In today’s digital landscape, the success of customer service on social media hinges on the quality of care provided to customers. It’s essential for communications from agents to be timely, accurate, sensitive, brief, and friendly to enhance customer satisfaction and foster brand loyalty. To support this, we are excited to introduce the first-party WhatsApp channel seamlessly integrated with Azure Communication Services, now available in public preview for Dynamics Contact Center.
Why WhatsApp?
WhatsApp is a leading choice for contact centers worldwide, celebrated for its ease of use and extensive global reach. With billions of users, WhatsApp provides businesses with an unparalleled opportunity to connect with customers in a medium they trust and prefer. Now, with our first-party solution, integrating WhatsApp into your contact center has never been easier.
Seamless integration with Microsoft’s ecosystem
One of the key advantages of this new integration is its direct tie-in with Microsoft’s ecosystem. By leveraging Azure Communication Services, our solution eliminates the need for third-party connectors. This results in a simplified IT footprint, enhanced reliability, and more secure communication for your business. No more juggling multiple vendors or worrying about potential integration issues. Our solution is designed to work seamlessly within your existing Microsoft infrastructure.
Key capabilities
With the first-party WhatsApp channel, your contact center can benefit from a range of powerful features:
Easy Configuration: Administrators can easily configure the WhatsApp channel powered by Azure Communication Services, making setup straightforward.
Customer Engagement: Customers can reach out to your business through WhatsApp, engaging in an asynchronous manner that respects their time and preferences. Whether it’s a quick question or a detailed inquiry, your customers can connect with you when it’s convenient for them.
Unified Interface for Agents: Agents will have access to a unified, contextual, and productive interface. Subsequently, they can engage with customers and resolve issues more efficiently. This streamlined workflow reduces the time to resolution and enhances overall customer satisfaction.
Rich Reporting for Supervisors: Supervisors and managers can access detailed reports to monitor and optimize contact center performance. This data-driven approach ensures that your team is operating at peak efficiency, with insights that drive continuous improvement.
Enhancing customer engagement
The integration of WhatsApp with Azure Communication Services is more than just a new channel—it’s a step toward more meaningful and contextual customer interactions. By leveraging WhatsApp, businesses can provide a seamless and personalized experience that resonates with customers, ultimately driving satisfaction and loyalty.
Get started today
To sign up to use this feature, fill out this form. We invite you to explore the new first-party WhatsApp integration in Dynamics 365 Contact Center. Whether you’re addressing product inquiries or managing customer service scenarios, this integration empowers your agents to deliver exceptional customer care.
Join us in this exciting journey of enhancing customer communication. With this new channel, experience the benefits of a simplified, reliable, and powerful customer service tool.
Stay tuned for more updates as we continue to expand the capabilities of Dynamics 365 Contact Center. Also, don’t hesitate to provide feedback during this public preview period. We’re here to support your success.
This article is contributed. See the original author and article here.
Explore Azure AI Services: Prebuilt Models and Demos
Azure AI services provide a comprehensive suite of prebuilt models and demos designed to address a wide range of use cases. These models are readily accessible and allow you to implement AI-powered solutions seamlessly. We have curated and catalogued prebuilt demos available across Azure AI services. We hope this helps you infuse AI seamlessly into your products and services.
Speech Recognition
Speech to Text Scenarios
Scenario
Description
Link
Real-time speech to text
Quickly test your audio on a speech recognition endpoint without writing any code.
Use our sample application to learn how to use Azure Speech to automatically caption your content in real-time and offline by transcribing the audio of films, videos, live events, and more. Display the resulting text on a screen to provide an accessible experience. In this example, we leverage features like speech to text and phrase list.
Batch transcribe call center recordings and extract valuable information such as Personal Identifiable Information (PII), sentiment, and call summary. This demonstrates how to use the Speech and Language services to analyze call center conversations.
Seamlessly translate and generate videos in multiple languages automatically. With its powerful capabilities, you can efficiently localize your video content to cater to diverse audiences around the globe.
Extract invoice details including customer and vendor details, totals, and line items.
Receipts
Extract transaction details from receipts including date, merchant information, and totals.
Identity Documents
Extract details from passports and ID cards.
US Health Insurance Cards
Extract details from US health insurance cards.
US personal tax
Classify then extract information from documents containing any number of W2s, 1040s, 1098s and 1099s.
US mortgage
Extract information from a variety of mortgage
US pay stubs
Extract employee information, payment information including earnings, deductions, net pay and more.
US bank statements
Extract bank statements
US checks
Extract amount, date, pay to order MICR numbers, name and address of the player, and more.
Marriage Certificates
Extract details from marriage certificates.
Credit Cards
Extract details from credit cards including card number and cardholder name.
Contracts
Extract title and signatory parties’ information from contracts.
Business Cards
Extract contact details from business cards.
Gen-AI Safety Solutions
Safeguard your image content
Scenario
Description
Link
Moderate image content
This is a tool for evaluating different content moderation scenarios. It takes into account various factors such as the type of content, the platform’s policies, and the potential impact on users. Run moderation tests on sample content. Use Configure filters to rerun and further fine tune the test results. Add specific terms to the block list that you want detect and act on.
This will display your API usage, moderation results, and their distributions per category. You can customize the severity threshold for each category to view the updated results and deploy the new threshold to your end. Additionally, you can edit the blocklist on this page to respond to any incidences.
This article is contributed. See the original author and article here.
Hey! Rob Greene again. Been on a roll with all things crypto as of late, and you are not going to be disappointed with this one either!
Background
Many know that Remote Desktop Services uses a self-signed certificate for its TLS connection from the RDS Client to the RDS Server over the TCP 3389 connection by default. However, Remote Desktop Services can be configured to enroll for a certificate against an Enterprise CA, instead of continuing to use those annoying self-signed certificates everywhere.
I know there are other blogs out there that cover setting up the certificate template, and the group policy, but what if I told you most of the blogs that I have seen on this setup are incomplete, inaccurate, and do not explain what is happening with the enrollment and subsequent renewals of the RDS certificate!? I know… Shocker!!!
If you are a pretty regular consumer of the AskDS blog content you know how we love to recommend using one certificate on the server for a specific Enhanced Key Usage (EKU), and make sure that you have all the information required on the certificate so that it works with all applications that need to use the certificate.
This certificate is no different. I would recommend that the certificate that is used ONLY has the EKU for Remote Desktop Authentication and DOES NOT have an EKU of Server Authentication at all. The reason for this is that this certificate should not be controlled / maintained via Autoenrollment/renewal behaviors. This needs to be maintained by the Remote Desktop Configuration service, and you do not want certificates being used by other applications being replaced by a service like this as it will cause an issue in the long run.
There is a group policy setting that can be enabled to configure the Remote Desktop Service to enroll for the specified certificate and gives the NT AuthorityNetworkService account permission to the certificates private key which is a requirement for this to work.
The interesting thing about this is that you would think that the Remote Desktop Service service would be the service responsible for enrolling for this certificate, however it is the Remote Desktop Configuration (SessionEnv) service that is responsible for initial certificate requests as well as certificate renewals.
It is common to see the RDS Authentication Certificate template configured for autoenrollment, however this is one of the worse things you can do, and WILL cause issues with Remote Desktop Services once the certificate renewal timeframe comes in. Autoenrollment will archive the existing certificate causing RDS to no longer be able to find the existing certificate; then when you require TLS on the RDS Listener, users will fail to connect to the server. Then, at some point, Remote Desktop Configuration service will replace the newly issued certificate with a new one because it maintains the Thumbprint of the certificate that RDS should be using within WMI. When it tries to locate the original thumbprint and cannot find it, it will then attempt to enroll for a new one at the next service start. This is generally when we see the cases rolling in to the Windows Directory Services team because it appears to be a certificate issue even though this is a Remote Desktop Services configuration issue.
What we want to do is first make sure that all the steps are taken to properly configure the environment so that the Remote Desktop Configuration service is able to properly issue certificates.
The Steps
Like everything in IT (information technology), there is a list of steps that need to be completed to get this setup properly.
Configure the certificate template and add it to a Certification Authority to issue the template.
Configure the Group Policy setting.
Configuring the Certificate Template
The first step in the process is to create and configure the certificate template that we want to use:
Log on to a computer that has the Active Directory Certificate Services Tools Remote Server Administration Tools (RSAT) installed or a Certification Authority within the environment.
Launch: CertTmpl.msc (Certificate Template MMC)
Find the template named Computer, right click on it and select Duplicate Template.
On the Compatibility tab, select up to Windows Server 2012 R2 for Certification Authority and Certificate recipient. Going above this might cause issues with CEP / CES environments.
On the General tab, we need to give the template a name and validity period.
Type in a good descriptive name in the Template display name field.
If you would like to change the Validity period, you can do that as well.
You should NOT check the box Publish certificate in Active Directory.
NOTE: Make sure to copy the value in the Template name field, as this is the name that you will need to type in the group policy setting. Normally it will be the display name without any spaces in the name, but do not rely on this. Use the value you see during template creation or when looking back at the template later.
6. On the Extensions tab, the Enhanced Key Usage / Application Policies need to be modified.
a. Select Application Policies, and then click on the Edit button.
b. Multi select or select individually Client Authentication and Server Authentication and click the Remove button.
c. Click the Add button, and then click on the New button if you need to create the Application Policy for Remote Desktop Authentication. Otherwise find the Remote Desktop Authentication policy in the list and click the OK button.
d. If you need to create the Remote Desktop Authentication application policy, click the Add button, and then for the Name type in Remote Desktop Authentication, and type in 1.3.6.1.4.1.311.54.1.2 for the Object identifier value, and click the OK button.
e. Verify the newly created Remote Desktop Authentication application policy, and then click the OK button twice.
7. Remote Desktop service can use a Key Storage Provider (KSP). So, if you would like to change over from a Legacy Cryptographic Service Provider (CSP) to using a Key Storage Provider this can be done on the Cryptography tab.
8. Get the permissions set properly. To do this click on the Security tab.
a. Click the Add button and add any specific computer or computer groups you want to enroll for a certificate.
b. Then Make sure to ONLY select Allow Enroll permission. DO NOT select Autoenroll.
NOTE: Please keep in mind that Domain Controllers DO NOT belong to the Domain Computers group, so if you want all workstations, member server and Domain Controllers to enroll for this certificate, you will need Domain Computers and Enterprise Domain Controllers or Domain Controllers groups added with the security permission of Allow – Enroll.
9. When done making other changes to the template as needed, click the OK button to save the template.
Configure the Group Policy
After working through getting the certificate template created and configured to your liking, the next step in the process is to setup the Group Policy Object properly.The group policy setting that needs to be configured is located at: Computer ConfigurationPoliciesAdministrative TemplatesWindows ComponentsRemote Desktop ServicesRemote Desktop Session HostSecurity
With the Policy “Server authentication certificate template“
When adding the template name to this group policy it will accept one of two things:
Certificate template name, again this is NOT the certificate template display name.
Certificate templates Object Identifier value. Using this is not common, however some engineers will recommend this over the template name.
If you use the certificate template display name, the Remote Desktop Configuration service (SessionEnv) will successfully enroll for the certificate, however the next time the policy applies it will enroll for a new certificate again. This causes enrollments to happen and can make a CA very busy.
Troubleshoot issues of certificate issuance
Troubleshooting problems with certificate issuance is usually easy once you have a good understanding of how Remote Desktop Services goes about doing the enrollment, and there are only a few things to check out.
Investigating what Certificate Remote Desktop Service is configured to use.
The first thing to investigate is figuring out what certificate, if any,the Remote Desktop Services is currently configured to use. This is done by running a WMI query and can be done via PowerShell or good’ol WMIC. (Note: WMIC is deprecated and will be removed at a future date.)
WMIC: wmic /namespace:rootcimv2TerminalServices PATH Win32_TSGeneralSetting Get SSLCertificateSHA1Hash
We are interested in the SSLCertificateSHA1Hash value that is returned. This will tell us the thumbprint of the certificate it is attempting to load.
Keep in mind that if the Remote Desktop Service is still using the self-signed certificate, it can be found by:
launch the local computer certificate store (CertLM.msc).
Once the Computer store opened look for the store named: Certificates – Local ComputerRemote DesktopCertificates.
We would then double click on the certificate, then click on the Details tab, and find the field named Thumbprint.
Then validate if this value matches the value of SSLCertificateSHA1Hash from the output.
If there is no certificate in the Remote Desktop store, or if the SSLCertificateSHA1Hash value does not match any of the certificates in the store Thumbprint field, then it would be best to visit the Certificates – Local ComputerPersonalCertificates store next. Look for a certificate that has the Thumbprint field matching the SSLCertificateSHA1Hash value.
Does the Remote Desktop Service have permission to the Certificate private key
Once the certificate has been tracked down, we then must figure out if the certificate has a private key and if so, does the account running the service have permission to the private key?
If you are using Group Policy to deploy the certificate template information and the computer has permissions to enroll for the certificate, then the permissions in theory should be configured properly for the private key and have the NT AuthorityNetworkService with Allow – Read permissions to the private key.
If you are having this problem, then more than likely the environment is NOT configured to deploy the certificate template via the group policy setting, and it is just relying on computer certificate autoenrollment and a certificate that is valid for Server Authentication. Relying on certificate autoenrollment is not going to configure the correct permissions for the private key and add Network Service account permissions.
To check this, follow these steps:
launch the local computer certificate store (CertLM.msc).
Once the Computer store opened look for the store named: Certificates – Local ComputerPersonalCertificates.
Right click on the certificate that you are interested in, then select All Tasks, and click on Manage Private Keys.
4. Verify that Network Service account has Allow – Read Permissions. If not, then add it.
a. Click the Add button.
b. In the Select Users or Groups, click the Locations button, and select the local computer in the list.
c. Type in the name “Network Service”
d. Then click the Check Names button, and then click the OK button.
5. If the certificate does not appear to have a private key associated with it in via the Local Computer Certificate store snapin, then you may want to run the following CertUtil command to see if you can repair the association. CertUtil -RepairStore My [* / CertThumbprint].
How to change the certificate that Remote Desktop Services is using
If you have determined that Remote Desktop Services is using the wrong certificate, there are a couple of things that we can do to resolve this.
We can delete the certificate from the Computer Personal store and then cycle the Remote Desktop Configuration (SessionEnv) service. This would cause immediate enrollment of a certificate using the certificate template defined in the group policy.
PowerShell: $RDPSettings = Get-WmiObject -Class “Win32_TSGeneralSetting” -Namespace Rootcimv2Terminalservices -Filter “TerminalName=’rdp-tcp'” CertUtil -DelStore My $RDPSettings.SSLCertificateSHA1Hash Net Stop SessionEnv Net Start SessionEnv
2. We could update the Thumbprint value in WMI to reference another certificates thumbprint.
WMIC: wmic /namespace:rootcimv2TerminalServices PATH Win32_TSGeneralSetting Set SSLCertificateSHA1Hash = “CERTIFICATETHUMBPRINT”
Conclusion
The first thing to remember is deploying certificates for Remote Desktop Services is best done by the Group Policy setting and to NOT setup the certificate template for autoenrollment. Setting the template up for autoenrollment will cause certificate issuance problems within the environment from multiple angles.
Unless you modify the certificate templates default Key Permissions setting found on the Request Handling tab, the account running the Remote Desktop Service will not have permission to the private key if the certificate is acquired via autoenrollment. This is not something that we would recommend.
This will cause a scenario where even if the SSLCertificateSHA1Hash value is correct, it will not be able to use the certificate because it will not have permission to use the private key. If you do have the template configured for custom Private Key permissions, you could again still have issues with the WMI SSLCertificateSHA1Hash value not being correct.
2. Configure the group policy setting properly as well as the certificate template. It is best to manage this configuration via group policy and you can ensure consistent experience for all RDS connections.
I know that a lot of you might have deeper questions about how the Remote Desktop Configuration service does this enrollment process, however, please keep in mind that the Remote Desktop Service is really owned by the Windows User Experience team in CSS, and so us Windows Directory Services engineers may not have that deeper level knowledge. We just get called in when the certificates do not work or fail to get issued. This is how we tend to know so much about the most common misconfigurations for this solution.
Rob “Why are RDS Certificates so complicated” Greene
Recent Comments