Work with cases in Dynamics 365 Customer Service
link

Work with cases in Dynamics 365 Customer Service

Learn about Case Management capabilities of Dynamics 365 Customer Service.

Microsoft Learn
Updated May 29, 2024

What you'll learn

  • Introducing Dynamics 365 for Customer Service
  • Customer Service core components
  • Types of records
  • Understand the modern customer journey
Course DescriptionThis learning path focuses on Case Management capabilities of Dynamics 365 Customer Service including options for creating cases, managing the case resolution process, working with case hierarchies and merging similar cases. Queues can be leveraged to maintain and manage Case workloads for customer service agents to include defining queues for different types of cases, managing queue items, picking and releasing queue items, and designing queue routing rules.