What is Dynamics 365 Customer Service?
Dynamics 365 Customer Service is Microsoft's application for managing customer support through cases, queues, knowledge articles and service level agreements. It runs on Dataverse and can route requests from email, phone, chat and other channels to the right agent.
Why it matters for your business
It keeps every support conversation and its history in one place, helps meet response time commitments and shares customer data with Dynamics 365 Sales.
A software company routes support emails into Dynamics 365 Customer Service, where each becomes a case assigned by product line and flagged when it nears its response deadline.