Microsoft Dynamics 365 Customer Service Overview

Discover how Microsoft Dynamics 365 Customer Service can change your CS teams. This video explores the customer service workspace, seamless integration with Outlook, Teams, and Copilot, and the entire case management process from assignment to resolution. You'll see how the agent dashboard helps track cases and activities, how automated and manual case assignments work through queues, and how managers can analyze workload trends with dashboards.

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-Timestamps-
0:00 - Intro
0:18 - Customer Service Dashboard
2:40 - Creating a New Case
3:35 - Logging Case Activities
4:05 - Resolving a Case
4:20 - Final

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