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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / MS Dynamics 365 Custom...
Customer experience | Sales, Customer Insights,...
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MS Dynamics 365 Customer service hub question

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Posted on by srmvel 10

Hi Team,

I'm new to this "MS Dynamics 365 Customer service hub".Our ticket tool will be Dynamics going forward.The existing one is Zendesk

I have some questions. Could someone help me on this part?

1)  May I know how to create a new Queue(Ex unassigned ticket queue)? I mean,all the incoming tickets should land here.

2)  How to define SLA?

Thanks,

Raj

I have the same question (0)
  • PerezAguiar Profile Picture
    PerezAguiar Microsoft Employee on at

    Hey!

    1. Creating queues: docs.microsoft.com/.../set-up-queues-manage-activities-cases

    2. Configure SLAs docs.microsoft.com/.../define-service-level-agreements

    Regards

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