starting with D365 Customer Service

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Posted on by DiePic

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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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Leco Lv on at

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Hi partner，

Dynamics 365 Customer Service is a good choice, the following is study materials, I hope it helps:

basis:

Learn the basics of the Customer Service Hub app | Microsoft Docs

Create a case in Customer Service Hub | Microsoft Docs

Add and configure the timeline control in Power Apps - Power Apps | Microsoft Docs

Understand the email experience in model-driven apps - Power Apps | Microsoft Docs

queues:

docs.microsoft.com/.../work-with-queues
docs.microsoft.com/.../set-up-queues-manage-activities-cases

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CRMJetty 3,512 on at

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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.

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DiePic 448 on at

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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

...
I think that this is very basic to start.
Thanx for any suggestion.

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Zap Objects 924 on at

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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/

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Vinoth Balasubramanian on at

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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/.../

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