To install sample data in Dynamics 365, perform the following steps: Classic Environment If you are using classic environment: Go to Advanced Settings Click Data Management Click Sample Data In…
Setting up a comprehensive knowledge base is the key to increased customer satisfaction and improved productivity. A knowledge base is created to help the customer service reps with solutions to…
Knowledge Base is a collection of articles that are used by the service team to solve customer cases or provide information. An Article Template provides structure and determines how the…
There might be a situation where multiple cases are related to the same issue; In such cases instead of handling them individually, you can merge those cases and provide the…
You might face situation where you receive similar cases and you would not like to pay attention to each case as since the nature of these cases are similar. In…
Automatic Record Creation and Update Rules allow creating records automatically when specific criteria is met. The source type can be: E-Mail Phone Call Appointment Task Social Activity Service Activity Alert…
Case Routing Rules can simplify the life of case service agents and service managers by automatically assigning cases based on specific requirements or conditions. Few Points about Case Routing Rules:…
Scenario: The company is: Tech Quantum The customer who is dealing with company is : Adventure Works The solution/ Services that company has provided to customer…
There are three ways to search case records within Dynamics 365: Quick Search Global Search Advanced Find In Customer Service Hub, open Cases. The following screenshot shows the three ways…
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…