Manage cases, workloads, and service commitments in Dynamics 365 Customer Service
At a glance
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Build the operational foundation for consistent customer service. Learn how representatives manage cases in Copilot Service workspace, organize work with queues, measure response and resolution commitments with service-level agreements, and define the support customers receive through entitlements.
Prerequisites
- Basic understanding of customer service processes
- Familiarity with accounts, contacts, cases, and queues in Dynamics 365
- Access to a Dynamics 365 Customer Service trial or licensed environment
Achievement Code
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Modules in this learning path
Explore how Dynamics 365 Customer Service turns customer interactions into connected, AI-supported service. Learn how Copilot and autonomous agents support service work and how Dynamics 365 applications and Microsoft Power Platform extend the experience.
Turn customer interactions into consistent, actionable case work. In this module, you use Copilot Service workspace to preserve context from intake through resolution, apply rules for predictable automation, and use Copilot and Case Management Agent to accelerate representative decisions and perform approved lifecycle tasks with human oversight.
Turn incoming cases into organized, actionable work. In this module, you configure Dynamics 365 Customer Service queues, guide cases to the right service team with basic routing, and manage responsibility from intake through resolution. These essential queue concepts prepare you for intelligent, AI-driven work distribution with unified routing.
Service-level agreements (SLAs) turn customer support commitments into measurable targets. In Dynamics 365 Customer Service, you can calculate response and resolution deadlines from business hours, track progress with standard or custom key performance indicators (KPIs), and trigger actions before or after a target is missed. This visibility helps representatives prioritize work and helps service managers identify commitments that need attention.
Entitlements turn customer support agreements into operational rules. In Dynamics 365 Customer Service, you can define who receives support, which products and channels are covered, how much support remains, and when terms are consumed. These controls help representatives apply the correct coverage to each case and help service managers deliver support consistently across customers and agreements.