D365 Customer Service Archives

Case Management Process Flow (Episode 12)

365proz / December 22, 2019

We are going to discuss the default out of the box case process flow that is there is Dynamics 365, […]

365proz / December 21, 2019

Overview Customer Service Hub for Dynamics 365 can be utilized for: Solving Issues When a customer raises an issue, this

365proz / October 10, 2019

<–Previous Episode The status of a record helps identify where the record is in a specific process. For example, if

365proz / October 9, 2019

<–Previous Episode Let’s see how case management features can be used to resolve a case that a customer has submitted.

365proz / October 8, 2019

<–Previous Episode Dashboards make it easier for users to consume and work with data. For example, a support agent may

365proz / October 7, 2019

<–Previous Episode When agents are working on customer issues, it is important that they have all the necessary tools they

365proz / October 6, 2019

<–Previous Episode Organizations often prefer that cases be created automatically in specific instances. For example, your organization might have an

365proz / October 5, 2019

<–Previous Episode Cases can be created in multiple ways in Microsoft Dynamics 365, to accommodate the different scenarios that your

365proz / October 4, 2019

<– Previous Episode What is a Case? A case typically represents a situation or incident that’s reported by a customer

365proz / October 3, 2019

<– Previous Episode Service has changed drastically over the last five to ten years. In the past, a customer would