Customer Engagement
Customer Service
16 guides on customer service in Customer Engagement.
16 guides · Last updated 2026-09-03
- Case management deep dive in Dynamics 365 Customer ServiceHow case management works in depth — case types, statuses, parent/child cases, merge and convert, SLAs, and the case lifecycle that drives service operations.Updated 2026-05-01
- Dynamics 365 Contact Center explainedMicrosoft's standalone Contact Center offering — voice, digital channels, agent workspace, Copilot integration.Updated 2026-05-01
- Entitlements in Customer ServiceHow entitlements work in Dynamics 365 Customer Service — service contracts, balance tracking, channel scope, and the integration with SLAs and routing.Updated 2026-05-01
- Field Service and Customer Service integrationHow Field Service and Customer Service work together — case-to-work-order escalation, unified customer view, agent handoff, and the shared Dataverse foundation.Updated 2026-05-01
- Knowledge management in Customer ServiceAuthoring, versioning, publishing, and surfacing knowledge articles in Dynamics 365 Customer Service — for agents, customers, and Copilot.Updated 2026-05-01
- Knowledge management in Customer Service — a deep diveHow D365 Customer Service handles knowledge articles — authoring, versioning, lifecycle, search, and the patterns for keeping knowledge useful at scale.Updated 2026-05-01
- Omnichannel licensing for Dynamics 365 Customer ServiceHow Customer Service omnichannel features are licensed — base + add-on, channel-specific costs, Contact Center positioning.Updated 2026-05-01
- Omnichannel voice in Dynamics 365 Customer ServiceMicrosoft's native voice channel in Dynamics 365 Customer Service — agent desktop, IVR, routing, recording, and the Azure Communication Services backbone.Updated 2026-05-01
- Playbooks in Dynamics 365How playbooks codify repeatable business processes in Dynamics 365 — activities, automation, and when playbooks beat sequences.Updated 2026-05-01
- Routing rules in Dynamics 365 Customer ServiceHow cases and conversations route to agents in Customer Service — basic routing, Unified Routing, classification, and skill-based assignment.Updated 2026-05-01
- Skills-based routing in Dynamics 365 Customer ServiceHow skills-based routing matches customer interactions to appropriately skilled agents — skill definitions, proficiency levels, queue setup.Updated 2026-05-01
- SLA management in Customer ServiceHow SLAs work in Dynamics 365 Customer Service — KPIs, warning and failure thresholds, business calendars, and KPI roll-up reporting.Updated 2026-05-01
- The Customer Service Workspace in Dynamics 365How the Customer Service Workspace differs from the classic Hub — multi-session, productivity pane, agent scripts, and the architectural shift it represents.Updated 2026-05-01
- The multi-session experience in Customer ServiceHow the Customer Service Workspace handles multi-session agents — tabs, productivity pane, capacity profiles, and the operational realities.Updated 2026-05-01
- What is Dynamics 365 Customer Service?Microsoft's case management and omnichannel customer support platform — what it does, how it scales, and where Copilot fits.Updated 2026-09-03
- WhatsApp and SMS channels in Customer ServiceHow to set up and operate WhatsApp Business and SMS in Dynamics 365 Customer Service — provisioning, agent experience, and compliance.Updated 2026-05-01