What is Microsoft Dynamics 365 Customer Service?
An introductory video that we made about Microsoft Dynamics 365 Customer Service.
Brief Summary:
Microsoft Dynamics 365 Customer Service is one of the applications within the Microsoft Dynamics 365 product suite.
Key features & record types:
Case entity - record a helpdesk incident or a customer request that has come in etc.
Service Level Agreements (SLAs)
Automatic Routing Rules - so the system moves cases between teams depending on priority or the type of case.
Auto Case Creation Rules - so you can have emails pulled out of a mailbox and automatically turned into service
cases. We can change the information that's added to them based on what's in the email.
Knowledge Articles - having a written answer for certain common things can be very useful.
These have a lifecycle, they can be draft and then they can be published.
If you would like to find out more or discuss how Microsoft Dynamics 365 Customer Service could work for your company, please get in touch.
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About the Author
John Clark
Founder | Microsoft Dynamics 365 & Power Platform Consultant, Solutions Shared Ltd