Managing cases with Dynamics 365 Customer Service
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Managing cases with Dynamics 365 Customer Service

Learn how Microsoft Dynamics 365 can help you throughout the management process.

Microsoft Learn
Updated May 26, 2024

What you'll learn

  • Examine the case resolution process in Dynamics 365 from beginning to end
  • Identify the different options that are available for creating and defining cases
  • Use business process flows to guide agents through case resolution
  • Review when and how parent/child cases are used
  • Identify when similar cases should be merged
  • Work with case status reason transitions, and configure custom status transitions
Course DescriptionCreate cases, manage the case resolution process, work with case hierarchies, and merge similar cases.