Charles Waghmare

Augmenting Customer Experience with SharePoint Online

Building Portals and Practices to Improve Usability

Charles Waghmare
Mumbai, India
ISBN 978-1-4842-5533-9e-ISBN 978-1-4842-5534-6
https://doi.org/10.1007/978-1-4842-5534-6
© Charles Waghmare 2020
This work is subject to copyright. All rights are reserved by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed.
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While the advice and information in this book are believed to be true and accurate at the date of publication, neither the authors nor the editors nor the publisher can accept any legal responsibility for any errors or omissions that may be made. The publisher makes no warranty, express or implied, with respect to the material contained herein.
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God is our refuge and strength,

an ever-present help in trouble.

Therefore, we will not fear, though the earth give way

and the mountains fall into the heart of the sea,

though its waters roar and foam

and the mountains quake with their surging

 —Psalm 46:1-3

In the beginning, I would offer honor and praise to my God, Lord Jesus Christ, who has been giving me opportunities to author books. I am grateful to my God, Lord Christ, and dedicate this book to Him and to His glory.

My Dedication:

My Dearest parents, my father Mr. David Genu Waghmare and my mother Mrs. Kamla Waghmare, whose love is eternal. From the bottom of my heart, I thank my parents for their care, encouragement, and motivation until this day. God bless them.

My dearest sisters, Mrs. Carol Kamble and Mrs. Mary Unhavane for their love, care, and support.

My adorable nephews: Kris – a world of gyms, fitness, and computers. Savio – a world of Harmonium, Tanpura, and classical music. Enjoy spending time with them.

Miss. Priya Muniraj, my fiancée, for her prayers, affection and care.

Acknowledgments

Late Mr. Ranjan Majumdar-ex business leader at ATOS-Syntel, CGI and Manipal, for being my Eternal Inspiration (though I have never seen him).

Mr. Manish Saxena, Director, ATOS-Syntel, for his guidance.

Mrs. Shruti Udupa, Manager at Accenture, to act as a God-sent angel during my life’s most difficult situation.

Miss Shilpi Prasad, Senior Manager at Capgemini, for her kind support.

The Salvation Army Church, Matunga Corps, Mumbai and Amazing Grace AG Church, Bangalore, and special thanks to all church members for their love and affection.

Table of Contents

Chapter 1:​ Introducing SharePoint Online Features 1
SharePoint Online – An Introduction 2
Introduction to SharePoint Document Library 3
Upload Files into SharePoint Document Library 5
Create Different SharePoint Sites 6
Creating a Team Site 6
Creating a Communication Site 12
Explore SharePoint Hub Sites 15
SharePoint Online Features 16
SharePoint Online Admin 18
SharePoint Online DCX Features 20
Webparts 21
Mobile 23
Collaborative 23
Customization 24
Summary 24
Chapter 2:​ Office 365 and SharePoint Online for a DCX 25
Office 365 – An Introduction 26
Embed Yammer Conversations in a SharePoint Online Site 34
Create a Flow for a List or Library in SharePoint Online 37
Use Microsoft Planner on Your SharePoint Site 42
Use Microsoft Stream in SharePoint Online via a Webpart 44
Use the Bing Maps Webpart 46
Summary 47
Chapter 3:​ Explore Digital Customer Experience 51
The Experience Era 52
Recent Developments in User Experience 53
Industry Trends with Examples for Digital Customer Experience 56
Use Cases for Digital Customer Experience 57
How Is the Customer Experience Different from Customer Service?​ 59
Different Ways to Improve a Digital Customer Experience 60
Build a Vision for Customer Experience 60
Get an Idea of Who Your Customers Are 61
Create an Emotional Connection with Customers 61
Quality Management Framework for Team Development 62
Action Regular Employee Feedback 63
Measure ROI from Delivering Excellent DCX 63
Run Projects on Agile Delivery Method 64
DevOps Methodology 65
Front-End UX and UI Generate High Levels of Digital Customer Experience 66
Applications and Services That Enable DCX Transformation 67
Upcoming Trends in Digital Customer Experience 67
Summary 69
Chapter 4:​ Using UX and UIs to Develop Smart Portals 71
The Software Development Life Cycle 72
User Experience 76
User Interface 81
Summary 87
Chapter 5:​ Building Knowledge systems Using SharePoint Online 89
Incident Management Process 90
Solution Database – An Introduction 91
Solution Database Definition 92
Knowledge Needs to Have a Solution Database 93
SDB Architecture 94
Building an SDB 95
Searching an SDB 101
Reusing the Solution 104
Ask the Expert 105
Advantages of an SDB 108
Introduction to Communities of Practice 109
Value of CoPs for Delivery Teams 112
Community Development Life Cycle 112
Community Roles and Responsibilities​ 114
Implementation Approach at Various Stages of CoP Building 116
Summary 119
Chapter 6:​ AI in DCX 121
Current State of AI 122
Evolution of AI 124
Benefits of AI 125
AI Intelligent System Boosting Sales 128
AI Application Domains 129
Monitor Business Impacts of AI in DCX 133
Customer Satisfaction 134
Technical 135
Employees 135
Operational 135
AI for CX Client Stories 136
Scope for Compliance AI in DCX 138
Future Considerations 139
Best Practices for Creating an AI-Infused DCX Road Map 139
Summary 140
Index 141

About the Author and About the Technical Reviewer

About the Author

Charles Waghmare
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has been working with Shell as a Business Analyst in the area of Office 365 services such as SharePoint Online, Yammer, and Teams.

Before Shell, he was working with Capgemini since 2011 for a period of eight years, in various roles such as Yammer Community Manager, managing an Enterprise Knowledge Management platform called KM3; and developing a Knowledge Management platform for a Digital Customer Experience (DCX) organization using SharePoint Online, to manage client references and knowledge assets related to Artificial Intelligence and customer experience (CX) and promoting Microsoft Azure Chatbots to automate processes, develop proactive conversations with users, and create new use cases.

Before Capgemini, Charles worked with ATOS (formerly SIEMENS Information Systems limited) for a period of five years starting in 2011. In his tenure, he was a Community Manager of SAP-based communities where he managed communities using Technoweb 2.0 – a Yammer-like platform. In this Communities of Practice (CoP) initiative, Charles was also responsible for managing community sites built in SharePoint. Further, at ATOS, Charles was the global rollout manager for a structured document-management system built in SharePoint.

Charles loves reading motivational books, and his favorite book isThe Monk Who Sold His Ferrari.

 

About the Technical Reviewer

Arun Sharma
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is leading Cloud business at Paytm Cloud across the regions as General Manager-Enterprise Cloud. He has vast experience on Cloud technologies (Microsoft Azure, AWS, GSuite), IoT, ML, Micro services, Bots, Docker, and Containerization. He has almost 17 years’ experience in a wide variety of roles such as Delivery Manager at Microsoft, Product Manager at Icertis, Lead and Architect Associate at Infosys, Executive Trainer at Aptech, and Development Consultant at CMC. He managed relationship, sales, cloud consumption, consulting services, and adoption with medium- and large-sized global customers.

Arun loves challenges in the Microsoft playing field, combining it with his domain knowledge in Banking, Insurance, FMCG, Government (Local), Retail, and Telecom. He is very active in the community as the author of international research papers, technical speaker, reviewer, blogs, and LinkedIn Sales Navigator. He is also recognized with the title of MCT from Microsoft and also doing a Doctor of Business administration post his MBA & M. Tech. (CS). Arun Sharma can be found on Twitter at @arunkhoj.

 
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