Work with cases in Dynamics 365 Customer Service

Business User
Functional Consultant
Dynamics 365
Customer Service

Get started as a customer service representative. This learning path focuses on case management capabilities of Dynamics 365 Customer Service including options for creating cases, managing the case resolution process, working with case hierarchies, and merging similar cases. Queues can be used to maintain and manage case workloads for customer service agents.


  • Have a trial subscription for Dynamics 365 Customer Service
  • Basic understanding of how to navigate the Dynamics 365 application
  • Working knowledge of the core records available

Modules in this learning path

Customer service is a key aspect of any customer relationship management strategy. Microsoft Dynamics 365 Customer Service has many features that organizations can use to manage the services they provide to customers.

Microsoft Dynamics 365 for Customer Service lets organizations better serve their customers and manage agent caseloads by providing a wide range of case management options. Whether agents are looking for more efficient ways to create cases or better ways to manage the case lifecycle, the case management tools in Microsoft Dynamics 365 can help them throughout the management process.

Customer support centers often use queues to manage the routing of cases that come in, so that they are handled in an organized and timely manner.

Dynamics 365 Customer Service includes multiple collaboration features to help agents identify experts. It also helps agents engage with and set up meetings with their peers in Microsoft Teams. Organizations can use the available collaboration features to turn their business into a unified customer service center.

Learn how to create records by using the automatic creation and update rules functionality. Additionally, you will learn how to use multiple conditions in a single rule to create records differently based on the results.