Introduction

  • 2 minutes

Dynamics 365 Customer Service empowers your support staff to provide enhanced assistance to your customers. It provides you with everything needed to manage the complete end-to-end lifecycle of support requests being reported by customers. From the initial case creation and management, to developing knowledge management solutions, Dynamics 365 Customer Service helps organizations ensure that customer issues are being handled quickly and effectively.

This module introduces Dynamics 365 Customer Service, and how organizations can use it to support their customers.

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

  • Identify use cases for Dynamics 365 Customer Service.

  • Explain the case lifecycle including service level agreements and entitlements.

  • Describe the functionality for workload management.

  • Describe knowledge management.

  • Describe how Copilot is used in Dynamics 365 Customer Service.

Let's get started.