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Can Dynamics 365 be used for internal user support?
Customer Service works just as well for your own employees as it does for customers. IT support, HR inquiries, and internal orders are all well suited to it.
You gain experience with queues, service-level agreements, and knowledge articles with an audience that can tolerate some initial instability. This experience transfers directly when you later open the service to customers.
Internal and external cases should be kept in separate queues with their own service-level agreements. If they are mixed, the statistics become unreadable and prioritization becomes arbitrary.
Employees who submit tickets also need some form of access. Clarify which license is required to submit a request before rolling it out widely.
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