Dynamics Community Forum Thread Details

Customer Service Module in D365 for our ticketing/helpdesk platform.

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?

Categories:

Entitlements / Service Level Agreements (SLA)

Case Management

Hi,

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.

Thanks

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