Introduction

  • 3 minutes

The case management capabilities available in Dynamics 365 Customer Service provide a solid foundation for organizations to create and manage the support issues their customers have. Many times, however, you need more than the core functionality provided by default in Dynamics 365 Customer Service to meet the needs of your employees and customers.

This module examines the knowledge management options available in Dynamics 365 Customer Service. The module also introduces other Dynamics 365 Customer Service features, which provide customer support for a larger variety of customer service scenarios.

After completing this module, you'll be able to:

  • Describe Dynamics 365 Contact Center.

  • Describe Omnichannel Historical Analytics.

  • Describe the Dynamics 365 Productivity Tools app.

  • Explain reporting and visualization options in Dynamics 365 Customer Service.

  • Explore Microsoft 365 Copilot for Service.

Now let's get started.