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How Cases work in Microsoft Dynamics 365’s Interactive Service Hub

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Following on from our previous blog “Getting to know Dashboards in Microsoft Dynamics 365” we demonstrated the power of the Dashboard feature within the Interactive Service Hub (ISH).

In this blog we continue with creating and managing cases, and show how managing cases in ISH can’t be any simpler. With the intuitive case form in the interactive service hub, all important tasks and actions are all located in one place, making navigating more diverse and information easier to access for fast response to creating and resolving cases.

The following video demonstrates how to use cases from within the Interactive Service Hub.

The interactive service hub’s intuitive interface unifies vital information on one platform, which focus on things that requires the most attention, such as:

  • Track SLA details
  • Manage activities from the timeline
  • Convert a case to a knowledge article
  • Merge cases
  • Create and manage parent and child cases
  • Resolve a case
  • Cancel a case
  • Reassign a case
  • Add a case to a queue
  • Save and route a case

Dynamics 365 users can also take advantage of the new knowledge management solution, create and manage knowledge articles that the customer serve representative may be looking for to help resolve a particular case. Knowledge articles can include instructions about using products or answers to questions customers frequently have. The knowledge management solution can be developed by using rich text editor to format an article content or embed videos and images if needed, to help demonstrate how to resolve a case in question.

Contact Us today for more information on Microsoft Dynamics 365 Interactive Service Hub, alternatively you can visit C2’s Video Tutorial page.


20 Dec 2016

About the Author

James CTwo is our blogging alter ego for the Dynamics CRM and Web experts here at C2. We have a passion for anything CRM, Web Design or Social Media. We love writing about it! Find us on YouTube & Twitter.

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