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Hello community,
Do you see any issues using the Customer Service for internal support of cases in an organization? It feels like the Customer Service is more for external uses for Accounts and Contacts.
What do you say, thankful for input, any pros and cons of doing it?
Hello,
I believe it's not an issue to use it for internal support.
Hello Fuka,
You can utilize the customer service for internal support within your organization.
Expertly manage your cases, engage with your customers, and create activities directly from the timeline. With full access to a customer record, as well as related cases, entitlements, and knowledge articles, the case form in the Customer Service Hub app in Dynamics 365 for Customer Service helps you quickly find and act on data as you work toward case resolution.
Please find below supporting links
https://docs.microsoft.com/en-us/dynamics365/customer-service/overview#:~:text=Dynamics%20365%20Customer%20Service%20is,apps%20by%20using%20Power%20Apps.
https://dynamics.microsoft.com/en-in/guidedtour/#/selectedLocale/en-us/scenarios/Proactive-Customer-Service/tasks/1/steps/0
https://docs.microsoft.com/en-us/learn/modules/managing-cases-with-dynamics-365/#:~:text=Microsoft%20Dynamics%20365%20for%20Customer,range%20of%20case%20management%20options.
https://www.youtube.com/watch?v=x36_Sn5u4Es
Harish M
Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums
Okay, but regarding Users&Contacts, would that be a issue, when emails are coming in, and emails are being tracked, so that Customer Service don't attach it to the wrong people? For e.g some may be Users in the system, and i"m thinking about using the Contacts in the system as "Employees" where we work with the cases against.
I would say - add a fake account record that will be used for internal cases and add User lookup that will be used for tracking of internal user who is the initiator of the case.
This is a fairly common issue and in some of the deployments I have been involved with it has been solved by creating, as you say, Contact records for your Employees. For the management of this, it may help to create a boolean field or perhaps contact type (option set) to easily identify this contact as an employee. Also, an explicit relationship between the two is sometimes useful (in both directions, depending on where you store information.) We had to do this on a recent project where the portal was to be used, since the Portal uses the Contact record type as portal user.
With respect to tracking, if the most useful feature that the regarding object provides is the ability for users to see in a subgrid or associated view who is involved with a Case or some other entity in Customer Service, then this would have less of an impact than if the users want to see all of the Cases that a person is involved. If the latter is the issue, then in the past I have seen this mitigated by creating two associated views on the primary entity - one for User and one for Contact. It's a bit klunky, but it does mitigate the issue.
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