Screenshot Courtesy of Microsoft Learn

In the Microsoft Learn module, “Managing cases with Microsoft Dynamics 365 for Customer Service,” we put our knowledge of the Microsoft Dynamics 365 for Customer Service application to work and cover these key learning objectives:

  • 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.” In this unit, Microsoft covers the ins and outs of 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 cusotmer 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:

  • Questions
  • Requests
  • Issues

Customer service experience and business satisfaction survey. Woman hand using smart phone with icon five star symbol to increase rating of company concept

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:

  • Cases
  • Activities
  • Entitlements
  • Knowledge articles
  • Queues 
  • Service level agreements (SLAs)
  • Record creation and update rules
  • Routing rules
  • Business process flows

You can learn more about these components in the post, “Unpacking the Key Components of Microsoft Dynamics 365 for Customer Service,” or by starting the unit yourself here.

Microsoft Learn provides a key example to help us see how these components are put to work with the technology and the everday 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.

Get started with this educational lesson here.


If you would like more assistance getting started with Microsoft Dynamics 365 applications, reach out to our team. We’re happy to help you, whatever phase of the CRM journey you find yourself in.

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