What is Dynamics 365 Customer Service?

Dynamics 365 Customer Service records, routes and follows up customer enquiries. Service representatives can view customer history and work within the organisation's defined case processes.

The solution can share a platform with sales and other customer processes. Available communication channels and functions depend on configuration and licensing.

Before implementation, clarify responsibility for queues, priorities, knowledge articles and follow-up. Case volumes and handling times only become useful management information when their definitions are clear.

The original demonstration transcript is available in the Norwegian version of this FAQ.