What kind of customizations can be done in the customer service module?

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Posted on by TomSD365

Hello,

As Customer service module is self sufficient to manage the support requests by customers, would you please share scenarios where technical customizations are requiring to enhance or optimize the functionalities?

Thanks,

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Leah Ju Microsoft Employee on at

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RE: What kind of customizations can be done in the customer service module?

Hi TomSD365,

What do you mean by ''technical customisation''?

In Customer Service App, you can change area to 'Service Management', then you can set up features, such as case management, queues, routing rules, service terms, insights, and service scheduling.

--You can set them based on your needs.

Example:

--Case Management customizations:

https://learn.microsoft.com/en-us/training/modules/custom-apps-customer-service/4-customize

--Basic routing rulesets can only route cases, you can enable unified routing to enhance the functionalities

https://learn.microsoft.com/en-us/dynamics365/customer-service/overview-unified-routing

You may also consider using automated processes(workflow/flow) or codes(js,plug-in) when you sometimes want to automate the process and do not want to click manually.

The variety of customisations depends on your specific business needs and you can search the current forum for posts from other users to find out more.

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