Examine the case resolution process in the ecosystem from start to finish
Identify different options that are available for case creation and definitions
Utilize business process flows to guide agents through case resolution
Review when and how parent/child cases are used
Identify similar cases and when they should be merged
Work with case status reason transitions, and configure custom status transitions
The first unit covered in this Microsoft Learn module is, “Case management overview.” When it comes to managing cases, Microsoft covers the ins and outs of proper case management to set us up for success to complete the rest of the module.
Microsoft Dynamics 365 for Customer Service is designed to provide customer service managers and reps a comprehensive technology to help them respond to and interact with customers more proactively.
The modern consumer is a result of a high-demand culture in which brands and customer service reps are required to respond with utmost efficiency in order to retain their customers, gain new business, and keep earning more opportunities.
Throughout the customer journey, reps must manage cases.
What are cases? Microsoft Learn tells us that cases “typically represent a situation or incident reported by customers that require a resolution.”
In Microsoft Dynamics 365 for Customer Service, cases are designed to track an incident from beginning to end, through to resolution. A case represents several items for the customer service rep and customer, like:
Microsoft Dynamics 365 for Customer Service includes many key components to help the customer service rep see the case through with their customer from end-to-end. Some of the most-frequently-used components include:
Microsoft Learn provides a key example to help us see how these components are put to work with the technology and the everyday work of a customer service rep.
We are taken on their journey to learn how to use multiple channels to respond to their concerns in the most proactive ways, manage cases in Microsoft Dynamics 365 for Customer Service, and work our way down the path to customer service resolution.
Within this module, we advance our journey forward with Microsoft Dynamics 365 for Customer Service and begin to apply the basics of what we’ve learned in other modules to work.