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. ​ ​ 1. By the end of this course, you will be able to: Navigate the Microsoft Dynamics Interface:​ Efficiently navigate the main dashboard, menus, and workspaces. 2. Log In and Customize Settings:​ Securely log in and configure user profiles and dashboards. 3. Manage Cases:​ Create, assign, and track cases within the platform. 4. Send Emails:​ Compose, send, and manage emails directly in Microsoft Dynamics. 5. Link Emails to Cases:​ Ensure emails are connected to Cases for accurate documentation.​ 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 that can help you summarize customer interactions, check case details, and draft professional email replies. Copilot is a great starting point, but you always need to review, edit, and confirm the accuracy of every message before sending it. HOW TO REPLY -To start a reply, go to the timeline and click the appropriate arrow icon. Hover over the arrows to see what action they perform. Continue to learn how to reply using Analyze Case. Analyze Case Feature -The Analyze Case feature helps you respond to email cases faster using AI-generated insights and suggested replies. It summarizes the message, checks verification, and drafts a response. The Analyze Case feature does not replace your responsibility. It is a starting point, not a final answer. You must... *Review the full case. *Confirm accuracy. *Edit the draft to reflect the customer’s issue and tone. *Never copy/paste or send AI replies without reviewing. Quick Steps for Using Analyze Case 1. Go to your assigned email case. Click Analyze Case at the top. 2. ssue 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. 3.Confirm: Sender info Verification status Wording Click 👍 if correct. Click 👎 if incorrect → Select reason + brief note. 4. Click Reply to Email. Review and edit AI message for accuracy and tone 5. Finalize your message. Click Send. 6. Click Resolve Case. Choose the correct wrap-up code. Click Save & Close if the email requires no further action. SAVE & CLOSE THE CASE Click Resolve 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-03722 for Wrap-Up Code descriptions. WHEN TO TRANSFER TO A DIFFERENT QUEUE To transfer a case to a different queue, select Add to Queue. Important: After adding the case to a queue, you must click Save & Route. If you do not click Save & Route, the case will remain in your ownership and will not be assigned to the next available agent. 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 and should move to the correct queue for continued support. Steps to Send an Outbound Email 01. Open a New Case Click Cases → New Case. 02. Enter Case Information Case Title, Customer, Brand, Brand Mailbox Ensure the correct brand and outbound mailbox are selected. 03. Save the Case Click Save → Case Number populates automatically. 04. Compose Your Email Click + Icon → Email 05. Draft Your Email Add Subject: [Brand Name] [Order Number] Use templates if needed (Insert Template) Start composing; your signature is pre-filled 06. Review and Send Proofread for accuracy and clarity. Click Send. 07. Resolve and Close Click Resolve Case → Choose wrap-up code (Always select the correct wrap-up code.) → Click Save & Close. BUSINESS COMMUNICATION Email Structure Email responses can be organized into three basic parts: OPENING - This includes a pleasant greeting and thanks the customer for emailing. BODY - This is the most important part of the email. Your goal is to provide clear concise information that directly addresses the sender’s questions or concerns. Be sure to include the resolution of the issue and/or the next steps. Remember to check prior interactions in the email thread if necessary/applicable. CLOSING - The closing should include a relevant statement or request for more information. It should also include an invitation to contact us again should further assistance be needed. ​ Formatting Email formatting can be organized into three basic parts: 1. Phrasing → Use concise, clear language throughout the email. 2. Indenting → Keep paragraphs left-aligned; do not indent. See example on right. AVOID JARGON & TECHNICAL TERMS It is crucial to avoid internal jargon when communicating with customers. Customers are not familiar with company-specific terms, which can lead to confusion or frustration. Use simple, clear, and concise language. Explain solutions in layman's terms to ensure customers fully understand the message. Hover over the tiles below for what to avoid and use instead. AVOID USING: - DLC - ETA - FPT/GPT - GRATIS ORDER - REPLACEMENT OUSIDE OF SYSTEM (ROS) - TSP (TELEPHONE SPECIAL) - EXCLUSION ERROR (USE FOR WINE HOLDS) - ATLAS,CCS,CITRIX - ZIP CODE CUTOFF - WHITE GLOVE INSTEAD USE: - YOUR ESTIMATED TIME IS - WE'RE SENDING THIS AT NO COST TO YOU - WE'LL MAKE SURE YOUR REPLACEMENT IS PROCESSED - IT LOOKS LIKE THE ITEM COULDN'T BE DELIVEERED TO YOUR AREA, WE'RE HAPPY TO HELP WITH OTHER OPTIONS. Commonly Misspelled and Misused Words These words are often confused because they sound alike or have similar spellings. Always double-check usage and context before sending an email. - Access – Can be used as a noun (“You have access to your account”) or a verb (“You can access your account”). - Reference – Can be used as a noun (“Reference number”) or a verb (“Please reference your order”). - Weather / Whether – Sound similar; weather refers to conditions, whether expresses choice. - Their / There / They’re – Each has a different meaning; choose the correct one for the sentence. - Occasion – Check spelling carefully; double “c” and single “s.” - Guarantee – Ensure spelling accuracy; often mixed up due to double vowels. - Successful – Remember double “c” and double “s.” - Committed – Remember double “m” and double “t.” - Recommend – Remember double “c” and double “m.”