Author Archives: Paresh Sharma

Search For Case Records (Episode 14)

Posted on December 24, 2019 by Paresh Sharma

There are three ways to search case records within Dynamics 365: Quick Search Global Search Advanced Find In Customer Service Hub, open Cases. The following screenshot shows the three ways of searching: For Quick Search Search for records, say “Product”. … Continue reading →

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Manage Case List and Views (Episode 13)

Posted on December 23, 2019 by Paresh Sharma

A Case is a single incident of service raised by the customer. It can be an issue, query or a feedback. The customer service representative will work on this incident and try resolving the case. A Customer (Account or Contact) … Continue reading →

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Case Management Process Flow (Episode 12)

Posted on December 22, 2019 by Paresh Sharma

We are going to discuss the default out of the box case process flow that is there is Dynamics 365, however, you can also add new steps and change the process according to the customer needs. Following is the flow: … Continue reading →

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Important Terms in Customer Service for Dynamics 365 (Episode 11)

Posted on December 21, 2019 by Paresh Sharma

Overview Customer Service Hub for Dynamics 365 can be utilized for: Solving Issues When a customer raises an issue, this module can be used to resolve those issues. The customer may or may not have a service contract with you. … Continue reading →

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Work With Status Reason Transitions (Episode 10)

Posted on October 10, 2019 by Paresh Sharma

<–Previous Episode The status of a record helps identify where the record is in a specific process. For example, if you’re currently working on a case in the system, the case is considered to have a status of Active. After … Continue reading →

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Case Management Work With Cases Scenarios (Episode 09)

Posted on October 9, 2019 by Paresh Sharma

<–Previous Episode Let’s see how case management features can be used to resolve a case that a customer has submitted. Nancy Anderson is a customer who works for a company named Adventure Works. She calls a central dispatcher to report … Continue reading →

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Case Management Dashboard Scenario (Episode 08)

Posted on October 8, 2019 by Paresh Sharma

<–Previous Episode Dashboards make it easier for users to consume and work with data. For example, a support agent may need to access cases in multiple queues such as gold and silver support queues. That same agent also needs to … Continue reading →

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Case Management Scenarios (Episode 07)

Posted on October 7, 2019 by Paresh Sharma

<–Previous Episode When agents are working on customer issues, it is important that they have all the necessary tools they need to resolve the issue from a single location. Not only does not having this information greatly impact the overall … Continue reading →

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Considerations for Case Creation Automation (Episode-06)

Posted on October 6, 2019 by Paresh Sharma

<–Previous Episode Organizations often prefer that cases be created automatically in specific instances. For example, your organization might have an email alias like [email protected] that it uses for support requests. For any email requests that are sent to that alias, … Continue reading →

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Case Creation & Lifecycle (Episode – 05)

Posted on October 5, 2019 by Paresh Sharma

<–Previous Episode Cases can be created in multiple ways in Microsoft Dynamics 365, to accommodate the different scenarios that your organization might receive cases from. For example, cases can be created automatically, based on a social media interaction, or agents … Continue reading →

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