Beginner Agent Tutorial
Working with Cases in Dynamics 365 Customer Service
At a glance
Level:
Beginner
Role:
Business User, Functional Consultant
Product:
Dynamics 365 Customer Service
Subject:
Customer Relationship Management
Start as a customer service representative. This learning path focuses on case management features in Dynamics 365 Customer Service, including:
- Case creation options
- Managing the resolution process
- Working with case hierarchies
- Merging similar cases
- Queues can be used to manage customer service agents’ workloads.
Prerequisites
- Have a trial subscription to Dynamics 365 Customer Service
- Have a basic understanding of navigation in the Dynamics 365 application
- Have hands-on knowledge of available core records
