One of the more powerful features of Microsoft Dynamics 365 is the Service module, which allows you to manage and track customer service activity in your organization. The customer service functionality in Microsoft Dynamics 365 is broken down into two main function sets: service management and service scheduling. This chapter will focus on service management. (Refer to the chapter on service scheduling for more information on that topic.)
Microsoft Dynamics 365 service management is designed to support incident-based services called Cases. Dynamics 365 also features a knowledge base to provide an area to store instructions, FAQ, and troubleshooting information to previous incidents for future use. If your service model is based on the number of incidents or purchased by the hour, service entitlements can be tracked in CRM by using the Entitlements entity. Entitlements have replaced Contracts in previous versions, though the Contracts entity still exists. Dynamics 365 also offers the ability to track key performance indicators (or KPI) to set a standard of service to provide to customers. These KPI’s can be managed by Service Level Agreements.
Jump to the following pages to learn more about service management: