Working with Service

In the previous chapter, we covered the Sales module of Dynamics 365. We focused on the entities, processes, and dashboards that are available for managing the Sales division of any organization using real-world examples.

The Service module in Dynamics 365 helps organizations provide effective service capabilities. It automates the entire process of providing resolutions to customer problems, aiding the customer by means of the knowledge base, and so on.

Some examples of service management activities are as follows:

• Creating a case for the resolution of the customer's problem or query
• Adding notes and activities to the case while creating, tracking, and solving the customer's problem or query
• Creating a case from phone support
• Using knowledge base articles to effectively resolve a case
• Using entitlements and Service Level Agreements (SLAs) for efficient service to the customer
• Routing cases to an appropriate queue

In this chapter, we will cover the following topics: 

• Entities in the Service module
• The Customer Service Hub
• Case studies