isabella232 / microsoft-teams-apps-rapid-assist

An app template designed to enable frontline workers to get rapid assistance for customer queries.

page_type	products	description	urlFragment
sample	Power Apps Power Automate SharePoint	Power Apps solution that enables customer service associates to quickly connect to corporate liasions (SME) who can help respond faster to any high priority customer queries.	microsoft-teams-apps-rapid-assist

Rapid Assist App Template

Documentation	Deployment guide	Architecture

Across multiple businesses and organizations globally, customers expect quick resolution to service related issues and prompt assistance to any high priority queries or escalations they come across. In most of the cases, the field personnel are not equipped to provide prompt response to customer requests. The Rapid Assist app helps in overcoming such situations by enabling such customer facing associates to connect with corporate liaisons (SME) and get their queries resolved with a quick response time ensuring enhanced customer satisfaction and experience and as a result improve brand loyalty.

The solution is suite of two apps - Rapid Assist app for field personnel, Rapid Assist-Experts app for Corporate liaisons, thereby servicing the needs of multiple personas.

Here are a few key features:

• Connect now - For any support that the customer services representative may need while responding to customer, the 'Connect now' feature of the app helps in calling the Subject Matter Expert and getting back to the customer with a prompt answer.

• Search topics - The search feature provides the service associates with a quick reference guide, to be able to resolve the customer queries faster.

• Subject Matter Experts (SME) have the access to generate and share the resolution to a customer query, thus saving time and efforts.

• Follow up with SME's on any open requests.

• Allows experts to receive notifications to quickly get on a call with customer service associates to help resolve queries.

The following images show examples of the user interface of the app:

The following images show examples of the expert interface of the app:

Build using Power Apps, Power Automate and SharePoint Online with deep integrations with Microsoft Teams. While the app comes with several features, we hope it is easy for you to extend, enhance and adapt it for your needs since this is built using our low-code Power Platform.

Legal notice

This app template is provided under the MIT License terms. In addition to these terms, by using this app template you agree to the following:

• You, not Microsoft, will license the use of your app to users or organization.

• This app template is not intended to substitute your own regulatory due diligence or make you or your app compliant with respect to any applicable regulations, including but not limited to privacy, healthcare, employment, or financial regulations.

• You are responsible for complying with all applicable privacy and security regulations including those related to use, collection and handling of any personal data by your app. This includes complying with all internal privacy and security policies of your organization if your app is developed to be sideloaded internally within your organization. Where applicable, you may be responsible for data related incidents or data subject requests for data collected through your app.

• Any trademarks or registered trademarks of Microsoft in the United States and/or other countries and logos included in this repository are the property of Microsoft, and the license for this project does not grant you rights to use any Microsoft names, logos or trademarks outside of this repository. Microsoft’s general trademark guidelines can be found here.

• If the app template enables access to any Microsoft Internet-based services (e.g., Office365), use of those services will be subject to the separately-provided terms of use. In such cases, Microsoft may collect telemetry data related to app template usage and operation. Use and handling of telemetry data will be performed in accordance with such terms of use.

• Use of this template does not guarantee acceptance of your app to the Teams app store. To make this app available in the Teams app store, you will have to comply with the submission and validation process, and all associated requirements such as including your own privacy statement and terms of use for your app.

Getting started

Begin with the Solution overview to read about what the app does and how it works.

When you're ready to try out Rapid Assist app, or to use it in your own organization, follow the steps in the Deployment guide.

Contributing

This project welcomes contributions and suggestions. Most contributions require you to agree to a Contributor License Agreement (CLA) declaring that you have the right to, and actually do, grant us the rights to use your contribution. For details, visit https://cla.opensource.microsoft.com.

When you submit a pull request, a CLA bot will automatically determine whether you need to provide a CLA and decorate the PR appropriately (e.g., status check, comment). Simply follow the instructions provided by the bot. You will only need to do this once across all repos using our CLA.

This project has adopted the Microsoft Open Source Code of Conduct. For more information see the Code of Conduct FAQ or contact [email protected] with any additional questions or comments.