Scenario 3

Contoso Corporation wants to utilize Dynamics 365 to increase the productivity and efficiency of their customer service managers, and let them track service management and case-related activities going on in their system.

Dynamics 365 provides the Customer Service Manager Dashboard to assist in this. The following steps will guide you through this feature:

1. Navigate to Service | Dashboards and select the Customer Service Manager Dashboard:

Here is a list of customer service dashboards:

1. The following Customer Service Manager Dashboard will be presented to the customer service manager:

Some of the usual charts and their explanations in the Customer Service Manager Dashboard are as follows:

• The Active Cases by Agent chart shows a list of the active cases per customer service agent. This assists the customer service manager in assigning cases efficiently and uniformly:

• The Entitlements Expiration chart shows entitlements by customer:

• The Case Mix (By Priority) chart gives a view of the number of cases by priority. This assists the customer service manager in assigning the right cases to customer service agents or representatives: