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Microsoft/d365csDynamics 365

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.

d365cs/Analytics

Last 30 days · 565 page views logged.

Most-viewed docs
Volume and Agent Forecasting
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The Dynamics 365 Contact Center licence
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Where Customer Service ends and Contact Center begins
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Enhanced case form and quick case creation
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Choosing between Customer Service and Dynamics 365 Contact Center
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Copilot knowledge drafting from cases
11 views
Email as a channel
11 views
Choosing between Customer Service Professional and Enterprise
11 views
Case Management Agent
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Automatic case creation from email and other activities
11 views
Record ownership, sharing and access teams
10 views
Agent inbox in Customer Service workspace
9 views
Case resolution, cancellation and the resolve dialog
9 views
Team Members and restricted tables in a service deployment
9 views
Assignment methods and assignment rulesets
8 views
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