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Posted on by LeoDias

Any Dynamics 365 customers out there heavily using the Customer Service module (ie case management?

We are rolling it out at our midsize insurance company (150 users) and would love to hear from organizations who are using it extensively. Bonus points if in the insurance industry.

Thanks in advance!

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Haig Liu Microsoft Employee on at

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Hi LeoDias,

Please refer to this link:

https://www.crmsoftwareblog.com/2019/03/5-questions-can-you-benefit-from-case-management-in-microsoft-dynamics-365/

Customer service does not focus on sales, it aims to provide more efficient service to customers and has the following advantages:

Make service history visible across the organization
Access up-to-date customer communication to assist with better-informed interactions
Enhance internal processes and easily manage Service Level Agreements (SLAs)
Keep track of service ROI through reporting

Queue allocation needs to be considered when scheduling agents, as well as when there are no available agents at the time the customer submits a case.