Breaking news from around the world
Get the Bing + MSN extension
Now Available in Community - MBAS 2019 Presentation Videos
Catch the most popular sessions on demand and learn how Dynamics 365, Power BI, PowerApps, Microsoft Flow, and Excel are powering major transformations around the globe. | View Gallery
2019 release wave 2 Discover the latest updates to Dynamics 365Release overview guides and videos Release Plan | Early Access Availability
Ace your Dynamics 365 deployment with packaged services delivered by expert consultants. | Explore service offerings
Connect with the ISV success team on the latest roadmap, developer tool for AppSource certification, and ISV community engagements | ISV self-service portal
The FastTrack program is designed to help you accelerate your Dynamics 365 deployment with confidence.
FastTrack Program | Finance TechTalks | Customer Engagement TechTalks | Talent TechTalks | Upcoming TechTalks
I would like to implement the Customer Service Module in D365 for our ticketing/helpdesk platform.
What are the main steps?
Do you have any recommendations?
What you are asking is general indeed and what I'm going to answer is general as well :) My answer is assuming that you don't have an existing system that you want to move to Dynamics.
First, let's talk about your target users of the system, are they internal users (within your organization) or external users or a mix of both? From a high level, if your users are also external, then you may need to consider using the Dynamics 365 PowerApp Portal ( a website that makes parts of CRM externally accessible). If no external users, then Dynamics CRM for Customer Service is what you need. Also, you may want to consider using Canvas Apps for users to submit tickets that will directly go into Dynamics. Actually Canvas App comes ready with a Service Desk application template that you can customize.
Now, Considering your service tickets, the first thing that comes to mind is to use the Case entity that comes Out of the box in Dynamics. The Case will be your Service Ticket entity. You can customize the case entity to have the fields and the look and feel you want.
In addition to customizing the entity itself, you need to see if your service tickets go through a process,for example,(Ticket is received -> Reviewed> Fixed->Completed) etc. You may need more than one process like these depending on the type of your tickets.
Again, what I just mentioned is very high level and it all depends on your requirements. The sure thing is that Dynamics can be the system to do what you want in this case.
Business Applications communities