In the last couple of decades, we have been exposed to varieties of technologies such as SMAC (social media, analytics, cloud), big data, mobile apps, enterprise search, bots, and robotic process automation (RPA). And there are methodologies such as Agile, DevOps, Lean, and Six Sigma. But due to ever-growing customer expectations, the focus has moved to augment customer experience (CX) using a combination of different technologies that include SharePoint Online. Some core identified practices to build CX are front-end UI/UX, customer management, content management and marketing, commerce and customer process, and integration.
Digital customer experience (DCX) is all about creating an awesome customer experience, and in more realistic terms it is to make a customer’s life really much easier. Technology is a key enabler to create DCX and, in this book, we will explore SharePoint Online technology so that you can effective use it to create awesome customer experience. Augmenting DCX with the help of SharePoint technology is a key principle of this book. In the beginning of the book, we have dedicated the initial chapters to understand features of SharePoint Online technology and get a down-to-earth understanding of DCX. In this first chapter, we will make an introduction to SharePoint Online technology, describe features of SharePoint Online, introduce SharePoint Online admin features, and finally, highlight some key features to create DCX.
SharePoint Online – An Introduction
Microsoft SharePoint Online in Office 365 allows people to share, collaborate, connect together, update and engage others across the company, transform business processes, and harness knowledge. In addition, SharePoint Online has capabilities for organizations to protect and manage data and to build custom solutions. Primarily, organizations use SharePoint Online to create intranet websites. It is very easy that in Office 365, you can create a SharePoint site from the SharePoint start page. Whenever a new SharePoint site is created, as a part of the Office 365 group, a team site also gets created.
To access SharePoint Online services, all you need is a web browser, such as Microsoft Edge, Internet Explorer, Google Chrome, or Mozilla Firefox. Also, get the SharePoint mobile app to stay connected from your mobile devices. SharePoint Online is made available on your PC, Mac, or mobile device. The SharePoint document library and SharePoint sites are the two core features of SharePoint Online.
Introduction to SharePoint Document Library
Files can be uploaded, edited, deleted, and downloaded.
Files can be co-authored at any given moment of time.
Permission management features are available for the document library.
Receive a notification when a file is modified and track its activity such as when the file was last modified.
Customize the view of the document library.
Share files or folders with larger teams.
Inside the document library, add a link of another document or an internal or external URL.
Highlight a link, file, or folder in a document library so that you and others can view them quickly.
Upload Files into SharePoint Document Library
Create Different SharePoint Sites
There are two choices: a team site or communication site. Let’s start with a team site.
Creating a Team Site
- 1.
Sign in to Office 365 and access SharePoint Online service.
- 2.At the top of the SharePoint page, click + Create site and choose the Team or Communication site option to create such a site. A team site creation wizard will appear on the screen where you input the information to create a team site. See Figure 1-7.
- 3.Select the design you want to use for your site. For example, see Figure 1-8.
- 4.
Give your new team site a name, and add some text in the site description box.
- 5.
In the Privacy settings section, choose either Public – anyone in the organization can access this site or Private – only members can access this site to control who has access to your site.
- 6.
Choose data sensitivity for your site from options such as confidential, internal, high business impact, low business, and impact.
- 7.
Select a language for your site and choose additional owners for your site.
- 8.
- 9.
Finally, add members to your site and click the Finish button for the site to publish (Figure 1-11).
Creating a Communication Site
- 1.
Sign in to Office 365.
- 2.
From the app launcher available on the top left, choose SharePoint tile.
- 3.
- 4.Select one of the following site designs:
Topic design to share information such as news, events, and other content.
Showcase design to use photos or images to showcase a product, team, or event.
Blank design to create your own design.
Explore SharePoint Hub Sites
The objective of hub sites is to bring together various components of organizational intranet under one single place. They can also be referred as a set of steps as one can adopt it to create a successful intranet. Hub sites are popularly known as “connective tissue,” which aims to tie a collection of team sites and communications sites into one strong unit. One prime aspect of creating digital intranets or social intranets based on SharePoint Online is that different components of the intranet ideally should be built as a different site collection; that is, there could be a communication site or team site so that each site can manage content and its permissions appropriately to have updated information available for the user community. A hub site (very commonly created from a communication site on SharePoint Online) can be considered as an umbrella of different components of an intranet that attempts to bring different communication and team sites together.
SharePoint Online Features
In this section of the chapter, we will look at some of the SharePoint Online features as well as explore SharePoint Online admin features as well. Following are some widely used SharePoint Online features:
File Storage: Provides options to upload, store, and share files.
External Sharing: Share attachments or files with your suppliers, partners, and clients who are outside your organization.
Content Management : Manage and organize content with metadata, records management, and retention policy.
Team Sites: A dedicated place for your team to collaborate and share documents, news, and information to stay updated.
Communication Sites: Broadly communicate your message across your organization by publishing beautiful content to keep them informed and engaged on topics, events, or projects.
Intranets: With this feature, you would be able to share exciting client stories, leadership views and opinions, new deals, organizational charts, and what’s happening in your organization.
Mobile Apps: With this feature you can access your content just from anywhere in the world and without any time restrictions.
Automate work: With this feature, one can set up alerts and workflows to automate processes.
Discovery: With this feature, one is able to discover very valuable content and people when required to do so.
Search: With this feature, one will be able to search content and find what is expected in the search results.
E-Discovery: With this feature, one can discover content in an electronic format for legal and audit purposes.
Data loss prevention capabilities (DLP): Use of advanced DLP capabilities to monitor data loss and information security protection.
In-Place Hold: Prevent content from editing and deleting.
SharePoint Online Admin
Users with a SharePoint admin role are able to access the SharePoint admin center and have options to create and manage site collections, designate site collection administrators, manage user profiles, and more. In addition, SharePoint admins can now manage Office 365 groups, including creating, deleting, and restoring groups, as well as changing group owners.
Create sites
Delete sites
Manage site collections and global settings
Turn external sharing on or off for SharePoint Online
Add and remove site admins
Manage site collection storage limits
Manage SharePoint Online user profiles
SharePoint Online DCX Features
In this last section of the chapter, we will look at some key features of SharePoint Online that will help to build DCX. In subsequent chapters, we will take a deep-dive look into DCX.
We will take a brief look at the out-of-the-box webparts of the SharePoint communication and team sites, which help to design visually appealing SharePoint communication and team sites and thus create great DCX. Customers want to find information easily, communicate simply between users, and finally, there is definitely business value for end users to reuse information. Let’s explore some elements of SharePoint communication and team sites to create an awesome user experience.
Webparts
In this section we will discover webparts available under topic, showcase, and blank categories that are available in the communication and team site templates :
Events – Publish upcoming organizational and engagement events.
Highlighted content – Distinguish specific content from other content by applying filters.
Hero – Generate visual and focus interest to your SharePoint site.
News – Create and publish eye-catching news, announcements, and updates.
Hero – Generate visual and focus interest to your SharePoint site.
Image Gallery – Insert image or collection of images into Team or Communication sites .
Add maps in pages using Bing maps.
Embed content from other sites using an Embed webpart.
Insert files such as Excel, PowerPoint, and PDFs in your pages using File viewer.
Receive alerts and messages based on a condition you set using Connectors.
Managing files, that is, to upload, download, and modify onsite using a Document library.
Insert Office 365 Group Calendar using Group Calendar.
Break line between webparts using Divider.
Add a link to external and internal page using Link.
Create an instant preview to share a preview of kindle book using Kindle.
Select people for contact purposes using People to add.
Set up team actions in your page using Planner.
Embed report created in Power BI.
Add customized apps built by themselves using PowerApps.
Use a video to display video in your communication sites using Office 365.
Create surveys, quizzes , and polls using Microsoft forms.
Add simple charts in your page using Quick Chart.
Create a collaborative experience for your end user using Yammer.
Add paragraphs, tables, styles, bullets, indentations, highlights, and hyperlinks using Text.
Display tweets linked to your organization and its interests using Twitter.
Display the current weather on your page using Weather.
Using Site, showcase sites on a page to automatically show sites associated to the hub site.
Control vertical space on your page using Spacer.
Display a video from the Microsoft stream using Stream.
Pin items to your page for easy access using Quick links.
Display recent activity on your communication site using Site Activity.
Mobile
SharePoint Online for communication and team sites can be accessed through a mobile app. Organizations are sometimes reluctant to invest in a mobile app with a perception that it is just an internal company site. SharePoint Online offers mobile access, which means sites are digitally transformed to access them through a mobile app. With smartphones, engaging users through mobile devices has become simple. SharePoint communication sites provide a simple way to consume and create content on the go using mobile devices. A mobile app helps to view pages, navigate, search, create articles, and engage in Yammer conversations. The SharePoint mobile app is available for Android, Windows Phone, and iPhone.
Collaborative
Yammer facilitates collaboration and offers the option to add feeds in the communication or team site from specific Yammer groups. The objective to create digital content management systems such as SharePoint Online are designed in such a way that its consumers should not only read and view content but should be in a position to react over content, share it further, and comment over it. Brainstorming and generating new ideas to create content for an intranet can be possible through Yammer engagement.
Customization
SharePoint Online communication and team sites offer plenty of options for customization such as edit or change logo, create customized theme to match with company brand, add useful links, edit pages, and add webparts. Some companies have created sports competition campaigns on their intranet built using communication sites, by setting a daily quiz and winners.
Communication or team sites are customized by some organizations with a smart engine called an integrated search engine that offers search results across all platforms. This is achieved by providing a UI of a search engine on the intranet home page. Organizations, in order to gain maximum viewers, are thinking of adding features such as book Uber rides; embed feeds of external social media channels such as Facebook, LinkedIn, and Instagram; and shopping sites for employees to make purchases and embed feeds linked to the company.
Summary
With this, we have come to the end of this chapter where we have introduced SharePoint Online technology, described features of SharePoint Online, introduced SharePoint Online admin features, and finally, highlighted some key features to create DCX. In the following chapter, we will explore top SharePoint Online features so that a user can jumpstart their digital transformation journey. There are features to change the look and feel, deep dive into out-of-the-box webparts, and features to create team collaboration and SharePoint Online themes.