Dynamics 365 for Customer Service: Beyond the Basics

Session Description

If you’re not using D365 for Customer Service, or you’re only using Cases and the Knowledge Library – you need to take a closer look at the possibilities. Fully integrating your Customer Care team with Sales and Marketing translates into longer-lasting, more profitable customer relationships.
In this session, we explore Queues, Service Level Agreements, Entitlements, and Universal Routing. You’ll get a broad sense of the full feature set available in D365 for Service, and how your team can leverage it. We’ll also have a frank discussion about which features are ready and which still need work.