Customer Engagement benefits

Bold-Step Consulting Ltd


Cases are the fundamental record type in service management and represents a single incident of service. The purpose of a case is to track customer issues, questions, and requests and manage them through the resolution.
Within Dynamics 365 for Customer Service, users i.e. (Customer Service Agents, Customer Service Manager, etc) have the ability to see open and resolved cases from the customer record. Cases can also have knowledge base articles, subjects, products, and elements associated with them as related to or dependent record types. In addition, cases can also have activities associated with them so everyone in the organization can see what’s happening with a particular case.

Case Routing Rules

Another key benefit of Dynamics 365 Customer Service regarding cases is ensuring that the right people or right teams are working on the issue for your customer. Case routing rules assure that cases are routed to the correct people or groups in a quick and efficient time frame without any manual intervention.


Record creation and update

When using case creation and update rules, you can automatically create or update any record types from incoming activities such as emails, social activities, or custom activities without writing any code. For example, there have been numerous, several emails received regarding system issues and you want to automatically create a case for those incoming emails, or maybe someone posts an issue on your Facebook page and you want to be able to create a case for it automatically. Not only that, but you can set up the rule to convert the incoming activity into multiple records.

Parent/Child Cases

You can manage multiple cases that are similar more efficiently if you use parent and child cases in Microsoft Dynamics 365. What do you do when you need to track a case where work needs to be done by other departments or when you need to track the same issue for multiple customers? Within the service module, you can open a primary case called the parent case and then create secondary cases called children — or child cases. Parent/child cases can set up certain items that are inherited from a parent case to a child case when it is created and specify what happens when the parent case is closed.

Merging Cases

Let’s face it. Within any CRM system, conversations, or just real-life situations, there’s going to be oftentimes some sort of redundancy is going to occur. However, when it comes to Microsoft Dynamics 365, you can eliminate redundancies between similar cases by merging them together into one case. When a customer opens multiple cases about the same issue, possibly through different support channels, or when multiple customers from the same account calls in about the same issues, you can often merge those cases into one so everything is visible in a single place. Merging cases combines related open activities and attachments under one case and cancels all other cases, case or cases.

Service Level Agreement (SLA)

What is an SLA?
SLA stands for Service Level Agreement. Service Level Agreements are a way of tracking and defining what should happen when a case is open.
It’s an agreement between a vendor and a client that establishes an expectation of timing of services that are provided by the vendor. These expected levels of response can involve when the client can expect the initial response to a question, problem, or request, or even when they expect an issue to be resolved. They are used to not only set the expectation with the client but serve as a key performance indicator for the vendor. Within Dynamics 365, these key performance indicators, or KPIs, can be established in the definition of what success or failure means in a particular context. Users can define actions when KPIs are not met or close to violations. With the definitions of success, failure, and even when a warning should be sent to the service provider, the actions that need to be taken at each of these points can be established.
SLAs can be used to track the amount of time that passes before a case is taken by a support engineer. In other words, what’s the response time or what’s the resolution time? Then, based upon what happens with the case and how it’s handled or not handled, you can even send out e mails when the time is near expiration or you can actually reach the point of failure based upon the rules that you set up.


Entitlements basically indicate the number of allotments you’re going to give your customers. This could be thought of essentially as a service contract where they pay for your services. And when they pay for that you are defining how many cases they get, or perhaps, how many hours of support or help do they get from your organization. Additionally, how you can leverage templates and even service level agreements and tie those to entitlements. Essentially, the use of templates make it faster and easier and ensures that you are consistent with the creation of your entitlements. Also, with the use of service level agreements, organizations have the ability to indicate to their customers when they are selling these entitlements what level of support or help they can expect from us.


Queues can be used to manage work items such as cases, activities and other record types. It is a place to organize and store activities and other record types that are waiting to be processed.processed
In Microsoft Dynamics 365 queues can help customer service groups organize, manage and monitor work items that are important to their customer relationship management strategies. Additionally, queues help make sure that the work items are being managed in a timely manner and routed to the correct teams. They are an integral part for a service organization to manage the flow and tracking of cases and activities to ensure consistent, accurate management of them. However, it’s important to note that queues are not just applicable to the service management module. They can be used on nearly every record type within the application. And finally, records can be routed to specific queues.

Service Intelligent

The Service Intelligence for Microsoft Dynamics 365 provides insight on the components within the Customer Service module to put customer service at the forefront of an organization’s intelligent customer engagement strategy. It focuses on how an organization can utilize a database of Knowledgebase articles to create an environment where users can easily provide standardized answers to customer questions.

Knowledge Management

Templates and articles can be created from the Microsoft Dynamics 365 Customer Service Module knowledge base, and also, knowledge base articles can be applied in common business scenarios. With the created templates and articles, all users in the system can search the knowledge article for procedures, questions and answers, and to provide solutions to a problem.
Users such as system administrators or customer service managers are the only ones that can publish articles to the knowledge base. In addition, articles must be created based on an article template, and the same security restrictions imposed on publishing articles are also imposed on creation and maintenance of article templates.

Interactive Service Hub

The Interactive Service Hub provides a modern and intuitive experience for customer service agents. The interactive dashboards, all in one interaction wall, and visually appealing graphics help organize data and reduce the time it takes to resolve cases. In this module, the objectives were: It significantly improve the quality of service for your organization; explore the features of the multi-stream dashboards and how they affect the customer service experience, as well as to determine how single-stream dashboards can be utilized to best organize important service information. Queues and cases can be manage from streams within Microsoft Dynamics 365 as well as creation and configuration of interactive dashboards.

Service Analysis Tools

Microsoft Dynamics 365 provides an array of analytical tools that are available for users and managers to be able to review and analyze data in a very quick and easy manner. working with the Advanced Find feature, report wizard, as well as to identify how to best utilize Excel by exporting data and using Excel templates.
The concepts and key components that make up the customer service module in Microsoft Dynamics 365 and discovered how to work with each and every part, whether it was working with system charts or creating new dashboards to better visualize your data, or learning how to work with the service metrics and goals for cases. In this module, the objectives were: To work with system charts, as well as to identify steps to creating new charts, to create additional system dashboards, also to create PowerBI dashboards, and finally, to work with and create goals.
goal management features can be used to establish
and track progress against any targeted values for key performance