From the course: Learning Microsoft Dynamics for Customer Service

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What is a case?

What is a case?

- [Instructor] Cases in Dynamics 365 are the core of customer service. Cases are commonly used to track a customer request problem, or question from the intake process to the final resolution. Lots of organizations use different terms for cases like ticket or incidents. A good ample of a case is a customer having an issue with a product they purchased or a question about a bill they received. The customer will contact the organization, informing them of the complaint or asking the question. By creating cases, the organization will be able to track the steps that were completed to resolve the case. Besides the ability to track individual cases, the overall data gives organizations a good understanding of how many cases are being created. How many cases are being resolved, what the top requests are, and the questions or issues that customers are dealing with. This allows organizations to improve products…

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