Dynamics 365
Help & Training

Key steps to get started with customer service

Customer service is an important part of your organization. To help you get started, we’ve created an easy to read top tasks list.



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Find support cases that are assigned to you

See the support cases assigned to you along with other cases in the support queue.

Find what's assigned to you in a queue (Customer Service)

Track your interaction with your customer

Use the activities area in a support case to track interaction between you and the customer.

Add a phone call, task, email, or appointment activity to a case or record (Customer Service)

Create and manage a support case

Learn everything you need to know about working on a support case.

  • Create a case

  • Find a solution from similar cases

  • Edit or resolve a case

  • Reassign or add it back to the support queue

Create and manage a case (Customer Service)

Quick ref card: For customer service reps

eBook: Give create customer service

Video: How to create, reactivate, and reassign a case (1:47)

Find information in knowledge base articles

Use the knowledge base to get answers to common questions, solutions to problems, and more.

Use articles in the knowledge base (Customer Service)

eBook: Use KB articles to help your customers

Get reports on support trends

View reports to manage your work and identify trends and issues.

Case Summary Table report

Neglected Cases report

Top knowledge base articles report

Applies To

Dynamics 365 (online)

Dynamics 365 (on-premises)

Dynamics CRM Online

Dynamics CRM 2016

Dynamics CRM 2015

Dynamics CRM 2013