Dynamics 365 for Customer Service

Question 1

What does the Customer Service application within D365 allow a company to do?

Answer 1

• Addressing and solving customer or product issues
• Receiving and answering customer questions
• Collecting and applying customer feedback

Question 2

In the default Customer Service application with D365, a customer is either an Account or a Contact. True or False?

Answer 2

True - For the customer field, you can choose either.

Question 3

What is a Case? Other companies may call cases incidents, tickets or service requests.

Answer 3

Cases are the fundamental record type in service management and represents a single incidence of service. In other words, cases are anything in the context of a customer interaction that requires some type of resolution or answer.

Question 4

What kind of records can be associated with cases?

Answer 4

Activities, subjects, products, knowledge base articles, entitlements, and more

Question 5

What is an activity?

Answer 5

Activities are interactions between a business and their customers that are deemed important enough to track within Dynamics 365.

Question 6

What is a resolution activity?

Answer 6

When the case is resolved, an activity type named resolution activity is created. This activity is found only in the closed activity associated with the case and displays the activities resolution, as well as how much time was spent on the case.

Question 7

What is a queue?

Answer 7

A place to organize and store activities and cases waiting to be processed

Question 8

What are knowledge base articles

Answer 8

A repository of informational articles that help customer service reps solves cases, may be used to provide D365 on how not only how to resolve issues but how to answer questions, can be emailed to a customer through D365 interface or through the D365 Apps for Outlook.

Question 9

What are entitlements?

Answer 9

Entitlements can be used to specify the amount of support services for which a customer is entitled, e.g., a customer’s entitlement might allot 10 support cases they can use at their discretion. Once they have used all of their allotments on an entitlement, they can no longer associate any cases to that entitlement.

Question 10

Entitlement channels

Answer 10

Specify the type of service a customer is entitled to: example include phone, web, email or Facebook. e.g., customer could have 5 entitlements through email and 5 entitlements through a web interface.

Question 11

Service Level Agreements (SLAs)

Answer 11

SLAs define the level of service or support that your organization agrees to offer to a customer. For example, a customer signs a service level agreement stating that all support cases would be resolved within two business days. It is now our responsibility as a company to make sure that that happens. It’s also possible to associate an SLA with an entitlement; so that when an entitlement is added to a case, the associated SLA is applied.

Question 12

Subject tree

Answer 12

Hierarchical list of subjects an organization can use to classify service cases and other records within D365. The subject field is presented as a look-up field on the default case form and is often used to classify cases.

Question 13

Products

Answer 13

Products within the D365 product catalogue can be associated to a particular case and helps to provide a more detailed view of cases, resolutions and customer feedback at a product level. This is optional to use with cases and may not apply to all organizations.

Question 14

Goals (module)

Answer 14

To establish and track progress against target values against KPIs. Metrics such as cases resolved or in progress cases.

Question 15

Scheduling (module)

Answer 15

The scheduling module allows users to find qualified resources that are available to provide specific services to customers. For example, if a customer contacts a service user asking if someone can come onsite to provide a specific service, the user could create a service activity and from there identify the service as well as the time frame the customer would like the service provided.

Question 16

What is the purpose of a case?

Answer 16

The purpose of a case is to track customer issues, questions, and requests and manage them through to resolution.

Question 17

When can a case be resolved in D365?

Answer 17

When all activities such as letters, phone calls, emails, etc. have been fully completed.

Question 18

Why should you cancel rather than delete a case?

Answer 18

And although a case can be deleted, like with other record types in the system, doing this removes all activities, notes and attachments that are linked to that case. Additionally, this is a permanent action. Therefore, the record of the customer’s issue is lost. So unless you’re sure that the record will not be needed in the future, a better choice is to cancel the case.

Question 19

Can cancelled cases be reactivated?

Answer 19

Yes

Question 20

Can closed cases be reactivated?

Answer 20

Yes, the original closed case can be reactivated, for e.g., if a customer calls back and says he is still experiencing the same issue.

Question 21

What 2 places can cases be assigned to?

Answer 21

Another user or a queue. It is like a bucket.

Question 22

Can queue items be converted to cases?

Answer 22

Yes

Question 23

Emails can be converted into cases. True or False?

Answer 23

True

Question 24

When working with cases, the process flow is called [insert name] process flow.

Answer 24

resolution process flow

Question 25

When working in the sales application, it’s a [insert name] process flow.

Answer 25

business process flow

Question 26

What are the 3 steps of the resolution process flow?

Answer 26

Identify, Research and Resolve

Question 27

What does the tab selector do?

Answer 27

Allows you to quickly and easily move to different sections of the case form. It can be very long as there is a lot of information that is usually tracked for cases.

Question 28

What does the Relationship Assistant do?

Answer 28

Can remind you of outstanding activities that you have to complete and their deadlines.

Question 29

What is a KB record?

Answer 29

Knowledge Base record