Let’s face it, it’s a competitive world out there and it doesn’t take much for customers to take their business elsewhere if their needs aren’t being met.

Dynamics 365 Customer Service provides a rich set of features to help organisations serve their customers better. One of these features is case management.

So what is case management? I like to think of case management as anything that poses a risk to your relationship with a customer. Yes the most obvious risk is a complaint or issue but what if a customer contacts you with a question or request and you don’t respond in a timely manner (or at all!). This can just as easily lead to your customer to becoming frustrated and starting to consider taking their business elsewhere.

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