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starting with D365 Customer Service

Posted on by 448

Hi all,

we are evaluate what kind of software to use for customer service for our company. My assignment is to study as D365 Customer Service work.

I find a lot of informations to start but these are scattered and fragmented ... please can sombody provide a guide for dummies, so I can test and promote this software?

I need start from the basis and configure queues, etc.

Thanks for any suggestion.

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  • Verified answer
    RE: starting with D365 Customer Service

    Microsoft Learn will be a good place to start for beginners

    Below is the link to Dynamics 365 Customer Service Learning Path.

    docs.microsoft.com/.../

  • Zap Objects Profile Picture
    Zap Objects 911 on at
    RE: starting with D365 Customer Service

    Dynamics 365 keeps on evolving continuously...hence difficult to find a single guide which explains everything...(other than MSFT KB articles)

    It would be better to take help from an experienced MSFT partner.

    Here is one reference link which explains how we have designed our support process using Dynamics 365 Customer Service Module:

    https://zapobjects.com/microsoftdynamics365_crm_helpdesk_emailtocase_app/design-support-process-dynamics-365-customer-service-crm/

  • DiePic Profile Picture
    DiePic 448 on at
    RE: starting with D365 Customer Service

    Thank you very much Leco Lv  and Maulik Shah  for links.
    As I say there is not a guide with an example from start till end.
    In these explanation there are forget the different versions, and it's very difficult if you start from zero as me; for examples:
    https://docs.microsoft.com/en-us/dynamics365/customer-service/create-operating-hours?tabs=customerserviceadmincenter I'm not able to find this in "queue form".
    ... and also ...
    I cannot find a complete example or guide for create a simple common queue for all our technicians to which I will assign 1 ore more mails and when a mail is received in these boxes, the mail create automatically a case in this queue.... 
    ...
    also I find this settings to convert mail in case, but I dont find case in my queue 
    pastedimage1662725787497v1.png
    ...
    I think that this is very basic to start.
    Thanx for any suggestion.

  • Suggested answer
    CRMJetty Profile Picture
    CRMJetty 3,508 on at
    RE: starting with D365 Customer Service

    Hi DiePic ,

    Here are some references for D365 customer service:
    https://docs.microsoft.com/en-us/training/modules/get-started-with-dynamics-365-for-customer-service/1-overview
    https://docs.microsoft.com/en-us/dynamics365/customer-service/overview
    https://www.youtube.com/watch?v=10v2ABsYo6o

    I hope it helps,

    Thanks.

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Portal.

  • Suggested answer
    Leco Lv Profile Picture
    Leco Lv on at

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