Glossary
Case
By Emil Björk · Microsoft business apps consultant, Gothenburg
The core record in Dynamics 365 Customer Service — one unit of customer trouble, with status, priority, owner, SLA, and resolution lifecycle.
A case in Dynamics 365 Customer Service is the core record representing one unit of customer trouble — a question, complaint, service request, or incident. Each case carries a customer, subject, description, priority, status, owner, queue, attached entitlement and SLA, and a resolution. Cases are created from email, chat, voice, web form, social, SMS, WhatsApp, or by an agent manually. They route through Unified Routing to agents based on skills, capacity, queues, and SLAs. The lifecycle moves Active → Resolved → Cancelled, with optional parent/child relationships for complex investigations. Case timeline accumulates every interaction; knowledge articles attach inline; Copilot summarises and drafts responses. Cases are the unit of customer-service work and the source of most customer-service analytics.
Related terms
Mentioned in these guides
- Account hierarchies in Dynamics 365
- AI Builder document automation, in depth
- AI Builder explained
- AL compiler errors in Business Central
- Allocations and allocation rules in Dynamics 365 Finance
- Azure Synapse Link for Dataverse
- Azure vs Power Platform: when to use which
- B2C authentication with Dynamics 365
- Backup strategy for Dynamics 365
- Budget planning in Dynamics 365 Finance
- Build vs buy in the Dynamics 365 ecosystem
- Building agents with Copilot Studio
- Business Central API errors
- Business Central extension install and upgrade errors
- Business Central posting setup errors
- RapidStart Services in Business Central
- Business Central report layout errors
- VAT and sales tax setup in Business Central
- Business Central vs Finance and Operations
- Calculated and rollup columns in Dataverse
- Capacity planning for Dynamics 365
- Cascading delete in Dataverse
- Case management deep dive in Dynamics 365 Customer Service
- Cash flow forecasting in Dynamics 365 Finance
And 129 more — this term shows up across the library.