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Feb 21, 2021

Most of the functionality in the Dynamics 365 Customer Service App has been around for years, so  I invited two Microsoft MVPs and Customer Service experts to discuss the value of these features today.

The features we discussed are:

  1. Knowledge Base
  2. Subject
  3. SLAs/SLA Pausing
  4. Entitlements
  5. Queues
  6. Case Creation and Case Routing Rules
  7. Customer Service Portal
  8. Holiday and Customer Service Schedules
  9. Parent/Child Case Relationships
  10. Scheduling

This episode is also available on video! If you rather see our faces as we discuss these topics live, tune in and subscribe to:


Tricia Sinclair:

EY Kalman: