Keep track of the customer requests and issues by creating support cases in Dynamics 365.Then the activities to resolve the issue can be tracked in an organized way from when the issue was first reported to resolution of the issue. Microsoft Dynamics 365 Cases are commonly used in help desk scenarios, where a customer has an issue with a product or service.

An incident can be in one of the three states Active, Resolved or Cancelled.

All actions and communications can be tracked in the incident entity.

A customer service representative creates an incident (case) to track a customer request, question or a problem.

The Case Entity provides incident based tracking for issues that may arise from customers, whether they are external or internal.

Microsoft Dynamics 365 Service Management is designed to support incident based services called Cases. Then in our next post we will talk about specific industries, including many outside the traditional “customer service” model, and how they benefit from Case Management. With that in mind, in this post we will give an overview of how Case Management works and the high level benefits. Would your company benefit from Case Management? Take a look at our last post: 5 Questions To Determine if You Can Benefit from Case Management in Microsoft Dynamics 365

One area that we feel is especially powerful for our clients is Case Management. It makes information available across engagements so your agents can offer the consistency and personalization your customers expect (and require). Microsoft Dynamics 365 for Customer Service is a powerful system to unify the way people experience your business.

Microsoft contact manager software