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.
• Answering Questions
  
  • When a customer has any doubts or questions about the purchased product/service.
  • This module can be used to send information and answering customer’s questions.
• Feedback Analysis
  
  • When customer provides any feedback about your product/services.
  • This module can be used to capture feedback and improve your products/services.

Understanding Core Records

The following terms are essential for you to get acquainted with, before you can work with Customer Service Hub for Dynamics 365:

1. Accounts
   

   An Account is an Organization. This includes:

• Customer
• Vendor
• Partner
• Affiliate or Other

1. Contacts
   

   A contact is an individual:

• Associated with maximum one Account (through contact form)

1. Cases
   

   A case represents a single incident. A case can be:

• An Issue
• A Query
• A Feedback

• Activities
  
  • Activities are the interactions between customers and the business.
  • Activities are based on incidents.
  • Every activity should be resolved in order to close any incident.
• Queues
  
  • Queues are the place or location where activities and cases are stored to be processed.
  • Queues are created based on users and teams.
• KB Articles
  
  • KB Articles stand for Knowledge Based Articles.
  • These are Information Articles Repository to help resolve cases.
  • Used by the support users / service engineers.
• SLA
  
  • SLA stands for Service Level Agreements.
  • SLA explains the level of service offer to customers.
  • Define Metrics and KPI (Key Performance Indicators) to attain service levels.
• Subject Tree
  
  • Subject Tree helps you categorize Service Cases, KB Articles, Product Catalog Items, Sales Literature.
  • Makes it easy for users to search and use information to resolve cases.