77 documents · 11 folders
README.md
Dynamics 365 Customer Service
Consultant-focused KB for Microsoft Dynamics 365 Customer Service: implementation notes, gotchas, and configuration decisions beyond the official docs — across case management, queues and routing, knowledge base, SLAs, omnichannel, agent experience, Copilot, analytics, and administration.
What's in here
| Folder | Category | Docs |
|---|---|---|
01-case-management |
Case Management | 7 |
02-queues-and-routing |
Queues & Routing | 8 |
03-knowledge-base |
Knowledge Base | 6 |
04-slas-and-entitlements |
SLAs & Entitlements | 6 |
05-omnichannel |
Omnichannel | 6 |
06-agent-experience |
Agent Experience | 8 |
07-copilot-in-customer-service |
Copilot in Customer Service | 7 |
08-analytics-and-insights |
Analytics & Insights | 7 |
09-administration |
Administration | 9 |
10-licensing |
Licensing | 6 |
11-decision-guides |
Decision Guides | 7 |
77 documents across 11 categories.