Last week, we covered the introductory unit to the Microsoft Learn module, “Get Started with D365 for Customer Service.”

Today, we move on to unit two and unpack core components of the application to give you further awareness and insight into the system and its full functionality, namely the key components of D365 for Customer Service.

Through this educational resource, you will develop a more comprehensive understanding and be able to use technology more effectively.

Customer Service Core Components

In this unit, we learn about key record types that are used for basic customer service management.

Types of records in Microsoft Dynamics D365 for Customer Service include:

Customer Records:

Customer service requests are managed in association with an existing contact or account record. These records are used by all aspects of business, including customer service, sales, and marketing.

Microsoft reminds us that a contact represents a person, similarly to Microsoft Outlook, and an account represents a company, organization, or group of people.

This differentiation is key!

These are the typical uses of accounts and contacts, but Microsoft reminds us that different organizations may use these record types differently depending on their specific function and objectives.


These are the fundamental record types in service management.

They represent a single incident of any requested service. They may refer to: incidents, tickets, service requests, etc. This depends on the organization.

Essentially, Microsoft says they are “anything in context of a customer interaction that requires some type of resolution or answer.”


Activities refer to interactions between the customer and the business that are important enough to track in Microsoft Dynamics 365 for Customer Service. They are separated in the system by “Open” and “Closed”.

Closed, refers to completed activities, and open, refers to unmarked or incomplete activities (sometimes assigned for a different date and time).


These are used to determine how much support services a customer is entitled to with your business.

Knowledge Base Articles

Knowledge Base Articles are ” a repository of informational articles that help customer service representatives resolve cases.”

The information stored in the Knolwedge Base is crucial to the efficiency and success of your organization’s customer service team.

Information may include product questions and answers or other information that can help agents resolve more challenging customer service inquiries easier, with more efficiency, confidence, and certainty.

Resolution Activities

Once all activities associated with a case are marked as resolved, the case can also be resolved. Once this happens, Microsoft says “an activity of the Resolution Activity type is created.”

Resolution activities provide insight into how much time was spent on resolving the case so that customer service reps and managers can determine the pros and cons of how it was handled and develop more effective ways to resolve customer service concerns as a result of this analyzation.


Queues refer to the place in Microsoft Dynamics 365 Customer Service where users can organize and store activities and cases that are waiting to be processed.

Micrsoft says this is similar to how many companies handle support tickets with their own support teams and customers.


Products in Microsoft Dynamics 365 Customer Service can be related to a customer service case, which then provides a more thorough overview of associated cases, resolutions, and customer feedback at a product level.

Microsoft informs us that while products can be associated with cases to “better categorize the types of cases, this association will not have an impact on pricing or invoicing” as using products together with cases is optional.


Microsoft says the Goal Management features are used to establish and trang progress against target values for KPIs (key performance indicators).

Service Level Agreements (SLAs)

These are a way of tracking and defining what should happen when a case is opened in Microsoft Dynamics 365 Customer Service.

Now that you are familiar with the key components of D365 Customer Service, next time we will cover unit three: “Understand the Modern Customer Journey.”

Within this module, we put what we learn to work and dive deep into how to respond to these trends in customer behavior, utilizing technology like Microsoft Dynamics 365 for Customer Service.

Get started with this unit 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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