Customer communication within Dynamics 365

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Hi all,

Currently I am investigating the possibilities to use Dynamics CRM as our way of customer support. However, the information I can find about this subject is minimal. We would like to have a ticket support system in which we can communicate with our customers.

I would like to know how the communication between the agent and the customer works. Is this through a separate emailbox? Also, are the fields of the case adjustable?

I am not familiar with either Dynamics or CRM, but a colleague suggested I should investigate the possibilities, ever since we are already using this product in the sales department.

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Rawish Kumar 13,758 on at

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Hi Anne,

Dynamics CRM can definitely accommodate your requirement - read here about service module of CRM :

crmbook.powerobjects.com/.../service-management-overview

and yes - all fields on case and other entity are customization as per your need.

regarding the email communication - you need a mailbox on exchange which can be configured in CRM & through which emails can be received and sent from case or other entity.

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Community Member on at

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So if the customer sends an email to company@support.com, it will create a case, and from within that case I can view all the email conversation with the customer?

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MihirShah 4,036 on at

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Dynamics 365 (Customer Engagement) has multiple options for customer communications and you can configure the system as per your specific requirement.

1. Customer Service agents can send email directly from within the application or from Outlook and mobile app. The sent emails can be tracked in Dynamics 365.

2. Emails can be sent from a dedicated service mailbox. For example an auto respond email to the customer providing the details of the ticket etc.

3. Emails from customers to a support email address can be routed to Support Queues so the agent teams can check the emails in a queue. A ticket (case) can be created from email.

4. You can set priority to cases to route to high priority queues.

5. You can add additional fields to the Case.

There are many more features which you can get more details from here.

docs.microsoft.com/.../help-hub

Hope this helps.

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Rawish Kumar 13,758 on at

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thats correct - once an email is received - case can be created on that manually or process can be automated.

once case is created email will be associated to that case as an activity and all further communication can be done from there.

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