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Dynamics 365 Community / Forums / Customer Service forum / Microsoft's own cu...
Customer Service forum

Microsoft's own customer service system

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Posted on by Mouda 154

Hello -

Today i opened a service request with Microsoft and noticed that they have a tracking id at the bottom of the email. 

Moreover the thread looks clean and easily readable by the both parties (The support agent and the user). 

I was wondering if anyone can shed some light on this. We would love to implement this in our system as we are attempting to move to D365 Customer Engagement yet we still haven't found a comfortable flow for case management. 

Screenshot_5F00_4.png

See the image attached. Thank you in advance.

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Customer Engagement
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I have the same question (0)
  • Johnny Gong Profile Picture
    Johnny Gong 6,482 Moderator on at

    Hi Mouda，

    As I know , MS doesn't use D365 CE to manage support ticket.

    If you would like to implement such SLA and case management process. You could refer to the following linkage for reference:

    crmbook.powerobjects.com/.../cases

    Regards

    Johnny

  • Mouda Profile Picture
    Mouda 154 on at

    Thanks Johnny.

    The SLA is not my concern as much as Email tracking. We would like to use "Smart Matching" - it works briefly between the service agent and the user then the tracking is lost somewhere in between.

    Also if you have any idea on what is that system, i would appreciate it.

  • Johnny Gong Profile Picture
    Johnny Gong 6,482 Moderator on at

    Hi Mouda,

    I am still not clear about your request. You could add requested field in the template to customize the reply format which also could help you trace ticket. In addition , all the mail activities are logged in Case Auto Post Panel for review. 

    14.PNG

    For your reference.

    Regards

    Johnny

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