Customer service is an important part of your organization. To help you get started, we’ve created an easy to read top tasks list.
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
Dynamics 365 (online)
Dynamics 365 (on-premises)
Dynamics CRM Online
Dynamics CRM 2016
Dynamics CRM 2015
Dynamics CRM 2013
eBook: What’s new in customer service