Manage Case List and Views (Episode 13)
A Case is a single incident of service raised by the customer. It can be an issue, query or a feedback. The customer service representative will work on this incident…
Case Management Process Flow (Episode 12)
We are going to discuss the default out of the box case process flow that is there is Dynamics 365, however, you can also add new steps and change the…
Important Terms in Customer Service for Dynamics 365 (Episode 11)
Overview Customer Service Hub for Dynamics 365 can be utilized for: Solving Issues When a customer raises an issue, this module can be used to resolve those issues. The customer…
Work With Status Reason Transitions (Episode 10)
<--Previous Episode The status of a record helps identify where the record is in a specific process. For example, if you're currently working on a case in the system, the…
Case Management Work With Cases Scenarios (Episode 09)
<--Previous Episode Let's see how case management features can be used to resolve a case that a customer has submitted. Nancy Anderson is a customer who works for a company…
Case Management Dashboard Scenario (Episode 08)
<--Previous Episode Dashboards make it easier for users to consume and work with data. For example, a support agent may need to access cases in multiple queues such as gold…
Case Management Scenarios (Episode 07)
<--Previous Episode When agents are working on customer issues, it is important that they have all the necessary tools they need to resolve the issue from a single location. Not…
Considerations for Case Creation Automation (Episode-06)
<--Previous Episode Organizations often prefer that cases be created automatically in specific instances. For example, your organization might have an email alias like [email protected] that it uses for support requests.…
Case Creation & Lifecycle (Episode – 05)
<--Previous Episode Cases can be created in multiple ways in Microsoft Dynamics 365, to accommodate the different scenarios that your organization might receive cases from. For example, cases can be…
Case Management Overview (Episode-04)
<-- Previous Episode What is a Case? A case typically represents a situation or incident that's reported by a customer and that requires a resolution. Cases are designed to track…