Summary
Microsoft Dynamics 365 Customer Service helps organizations better serve their customers and manage representative caseloads by providing a wide range of case management options. Whether representatives are looking for more efficient ways to create cases or better ways to manage the case life cycle, the case management tools in Dynamics 365 can help them throughout the management process.
In this module, you learned about the several key components that Dynamics 365 provides for case management, including:
Dynamics 365 Customer Service workspace application user interface.
How to work with records in Dynamics 365 Customer Service workspace.
Different options that are available for creating case records.
How to create automated rules for creating and updating case records.
Dynamics 365 case hierarchies and the case merging functionality to help organizations manage duplicate and related cases.
Your next steps are to learn more about how you can use Dynamics 365 queues with cases to route cases more efficiently to the most appropriate person for better management of representative caseloads.