News & Events

CRMUG Webinar: Dynamics 365 Customer Service Series Part 1 - Customer Service 101

May 5th
12:00PM - 1:00PM ET

D365 Customer Service provides all the features and functionality that organizations need to manage the services they provide to their customers. In this webinar we are going to through Customer Service from beginning to end with a high level overview of the following.

  • Track customer issues through cases.
  • Record all interactions related to a case.
  • Share information in the knowledge base.
  • Create queues, and route cases to the right channels.
  • Create and track service levels through service level agreements (SLAs).
  • Define service terms through entitlements.
  • Manage performance and productivity through reports and dashboards.
  • Create and schedule services.