Summary

In this chapter, you saw several examples of entities involved in the Service module for Dynamics 365. You also learned how to configure the Customer Service Hub and how to use and navigate it. You understood how customer service representatives can use Dynamics 365 to track phone calls, raise a service ticket or case, and then resolve the customer's problem. In addition, we walked through how customer service managers can utilize Dynamics 365 to serve their customers and assign cases effectively.

In the next chapter, we will cover the Marketing module of Dynamics 365. We will focus on the entities, processes, and dashboards that are available for managing the marketing division of any organization by using real-world examples.