Work with cases in Dynamics 365 Customer Service

Business User
Functional Consultant
Dynamics 365
Customer Service

Get started as a customer service representative. This learning path focuses on case management capabilities of Dynamics 365 Customer Service including options for creating cases, managing the case resolution process, working with case hierarchies and merging similar cases. Queues can be leveraged to maintain and manage Case workloads for customer service agents to include defining queues for different types of cases, managing queue items, picking and releasing queue items, and designing queue routing rules.


  • Have a trial subscription to Dynamics 365 for Customer Engagement
  • Basic understanding of how to navigate the Dynamics 365 application
  • Working knowledge of the core records available

Modules in this learning path

Customer service is a key aspect of any customer relationship management strategy. Microsoft Dynamics 365 Customer Service has many features that organizations can use to manage the services they provide to customers.

Microsoft Dynamics 365 for Customer Service lets organizations better serve their customers and manage agent caseloads by providing a wide range of case management options. Whether agents are looking for more efficient ways to create cases or better ways to manage the case lifecycle, the case management tools in Microsoft Dynamics 365 can help them throughout the management process.

Customer support centers often use queues to manage the routing of cases that come in, so that they are handled in an organized and timely manner.