Whether you call them support incidents, tickets, cases, or another term, most organizations need a way to effectively manage and track all support activities related to their customers. Dynamics 365 Customer Service provides support teams with comprehensive tools to capture and store support related information while guiding support staff through the remediation process to final resolution. For organizations already using other Dynamics 365 apps like Sales for CRM capabilities, Dynamics 365 Customer Service allows them to store and update client info in the same database as Sales data meaning it is easy to keep all prospect and client data up to date in the same system.

In this blog, we’ll go through how Dynamics 365 Customer Service makes managing support cases easy for support staff and managers.

While Dynamics 365 Customer Service calls them “cases”, there are many terms for these support incidents. A case represents a situation or incident brought forward by a customer that requires a solution by the provider. An example of a case could be a product question brought forth by a customer that requires a detailed answer from a product team member.

Another common example could be a client reporting an issue with a product. Both situations require responses and resolutions from the provider. With the case management entity in Dynamics 365 Customer Service, the support team can track the contact details of the requestor and the entire process of the case including what steps are being taken to resolve the issue and final resolution of the case that sets the case record to inactive.

The case record in Dynamics 365 Customer Service includes all relevant information needed for the support agent to understand the issue and provide service to the client. On the left side of the case record, the support agent inputs account and case information to track basic details about the case. The timeline window in the middle of the case record displays all related notes and activities tracked to the case.

These activities can include activity records in Dynamics 365, manual notes entered by the support agent, or even Outlook emails and appointments tracked via the Dynamics 365 app for Outlook. The recent cases window on the right of the case record displays all recent cases associated with the relevant account. This provides the support agent with relevant information related to the client relationship and previous support history.

It should be noted that all fields and entity formatting are based on out-of-the-box case management. Most organizations will want to move things around and add custom fields that are specific to the organization’s internal processes. This is not an issue in Dynamics 365 Customer Service. Thanks to the unified interface, the case management entity can be molded to fit the exact needs of each individual case management process. We work extensively with clients to ensure the case record has the exact information needed for the support team to be successful.

Case management dashboards

Every Dynamics 365 app includes customizable dashboards for high-level views of tasks and information. Managers can utilize dashboards to keep an eye on how teams are performing while team members can utilize them to keep track of their open cases and tasks. Below is an example of a basic dashboard for a customer service team member to track active cases, recently resolved cases, and case related emails and activities.

Get started

Creating and managing a customer service process is crucial for maintaining customer relationships. If you’d like to learn more about how your organization can create a customized case management process in Dynamics 365, schedule a call with our Dynamics 365 team to answer your questions and get a detailed quote.