Case Management in Dynamics 365 Customer Service Hub

Resolving customer issues quickly and accurately is the backbone of any successful support operation. This text-based course introduces you to the core workflows of Dynamics 365 Customer Service Hub, enabling you to manage the entire lifecycle of a customer support request. You will transition from understanding basic support terminology to confidently executing daily case management tasks. By reading through structured explanations and realistic support scenarios, you will learn how to handle incoming requests, organize support queues, and maintain high customer satisfaction. What you'll learn: - Create and categorize support cases with accurate metadata and priority levels - Resolve cases systematically using standardized business process flows - Manage case hierarchies by linking parent and child cases for complex issues - Merge duplicate or highly similar cases to maintain a clean database - Configure basic routing rules and queues to direct cases to the right agents - Track service level agreements (SLAs) to ensure timely resolution of customer queries The course begins with foundational definitions of cases, queues, and activities before moving into clear, step-by-step written explanations of daily support workflows and merging techniques. This course is designed for beginner support representatives, customer service agents, and system administrators looking for a clear, text-based introduction to case management, with no prior experience required. Start reading today to build your customer service operations skills.