D365 Cases vs Customer Journey

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Posted on by Shezzie

We currently use D365 Customer Service module, where we have created customized 'Cases' as workflows on the Contacts entity. I am wondering if anyone has compared Cases to the Customer Journey in the D365 Marketing module.

What I would like to do is take our fully customized Cases and re-create these as a Customer Journey. Effectively using the Marketing Module for our Customer Service, as well as linking our Marketing. Can this be achieved?

By doing this we would remove the issues we experience in having fully customised Cases while still having a fully reportable member journey that is not necessarily related to Marketing.

Our aim is to move to out-of-the-box features so future upgrades / APi breaks don't disadvantage our workflows.

I would appreciate your thoughts, pros vs cons, and has anyone used the Marketing module for normal customer service?

here is an example of a case we use, from the Contact entity:

2072.Case.png