Prepare
You'll be tailoring a Dynamics 365 Customer Service implementation based on the specifications provided by the customer. You'll be creating custom columns in Dataverse, and creating the necessary configurations in the application. Here, we'll discuss the things you'll need to get started.
Project specification
Contoso Insurance is a home, auto, and liability insurance provider. They offer a variety of different policy types to their customers. Policies are sold by licensed agents. Once sold, any questions, policy changes, or claims that need to be filed are handled by Contoso Insurance’s call center agents.
Contoso Insurance provides support to customers across multiple channels such as phone, email, chat, SMS, social and more. More and more customers are looking for a support portal where they can be presented with self-service options such as locating policy details, and being able to ask questions or initiate filing a claim.
Agents typically support multiple customers at a time. Many questions and issues submitted by customers have been seen before. Contoso wants to provide agents with a repository where they can easily search for possible resolutions to customer issues.
Setup
You need access to Dynamics 365 Customer Service environment to complete this.
Sign up for a Microsoft Dynamics 365 trial
If needed, you can sign up for a trial by following these steps:
- Navigate to https://dynamics.microsoft.com/customer-service/overview/ and select Try for Free
- Under Lets’s get started, enter your email address in the text box that says, "Enter your email to start your free trial." Accept the subscription agreement
- Enter the country/region you live in and your Phone Number
- You should be taken to a Customer Service workspace application where you can start working in the application
- Select the Customer Service workspace text at the top of the screen
- In the application selector, select Customer Service Admin center