Let’s review the system on the example of a company that sells and maintains coffee machines. Follow the tips or use the bar at the top for quick navigation.

Welcome to the interactive guided tour across Dynamics 365 Customer Service

For the customer service agents, the interactive dashboards are a one-stop workplace to see what’s important and take actions.

The dashboards are fully configurable and have secure role-based access.

Dashboards

The routing rules in Dynamics 365 Customer Service are used to automatically create and assign cases to the right agents at the right time without any manual intervention.

A new case on a coffee machine error is assigned to an agent. It is displayed on the dashboard.

Thanks to the integration with Outlook, the agent also receives a notification about it.

Automatic case routing

Click on the case to see the details