How to Manage Cases Effectively in Microsoft Dynamics 365 Customer Service

By Jesse Bucholz | February 4, 2025

Leveraging case management in Microsoft Dynamics 365 for Customer Service can help you track individual customer service issues across channels to keep your agents informed and ready to answer questions.

Effective customer service is a cornerstone of any business. Case management features in Customer Service can help streamline issue resolution, pinpoint the next steps, and boost the efficiency of your support agents. This will allow them to focus on their main task: keeping customers happy by providing the best support experience possible.

In this blog, we'll define what case management is in Dynamics 365, highlight some of the specific features you can use, and show you the benefits of using it to enhance your customer support processes.

What is Case Management in Dynamics 365 Customer Service?

Case management in Dynamics 365 Customer Service

Case management in Dynamics 365 Customer Service is a comprehensive solution for tracking and resolving customer issues across multiple channels and agents. It centralizes the management of customer interactions, automating processes like case routing, record creation, and SLA monitoring to ensure timely and efficient resolutions. With tools such as knowledge articles, AI Copilot-generated summaries, and business process flows, agents can address issues more effectively while maintaining consistency.

By integrating features like queues, entitlements, knowledge articles, and analytics, your service team can streamline operations, improve customer satisfaction, and deliver personalized, omnichannel support.

Key Components of Case Management in Dynamics 365 Customer Service

Case management is a powerful solution that houses several key components that allow you to effectively centralize and manage cases from when a customer reaches out with an inquiry to when their case is resolved. Here are 10 of the most common components you can use to boost your customer service:

Automated Case Creation

Dynamics 365 Customer Service lets you quickly create cases that get immediately logged into the system. If a customer reaches out with an issue about your product, the system automatically creates a case when they submit their inquiry. From there it can be used by support agents who can find the best possible solution. Management can also take advantage of this automated data collection by analyzing cases to find areas of improvement.

You can also have multiple cases associated with a single customer. Learn more about automated case creation on our YouTube channel:

Activity Logging

These are documented interactions your support agents have with clients, including phone calls, chats, emails, or anything else related to a case. With Customer Service, you can easily access these activities to track communication history comprehensively.

Activity logging

This feature is useful in many situations. For example, if a customer submits multiple emails about the same issue over a year, the system automatically retains and stores that information. From there, you can identify your next steps such as further investigation of the recurring issue, escalation of the inquiry to a manager or specialist, or replacing the product instead of fixing it.

Entitlements

With entitlements, you can define the level of support a customer is entitled to. Essentially, they are support contracts that guide your agents to provide a specific level of service. For example, if your company sells IT services, you will likely have different tiers of support plans for certain customers. A customer who only uses the IT company for email security won’t be entitled to the same level of support as a customer who uses the company for end-to-end cybersecurity services.

By setting entitlements, you can streamline your support capabilities by eliminating the work of manually finding data to determine a customer's entitlement to a support plan.

Knowledge articles (Knowledge base)

Dynamics 365 Customer Service also empowers customers to resolve their issues by reading your blog or watching a video on your YouTube channel. Knowledge bases consolidate your resources into a single hub where customers can search for key terms related to their issues and potentially bypass having to reach out to your team to resolve their issues.

Knowledge articles Case management in Dynamics 365 Customer Service

Similarly, your agents can also access this knowledge base and quickly find articles and resources to send to customers they are talking to on the fly. For example, a company selling dishwashers or other household appliances will likely have knowledge articles or videos associated with specific error codes. With a knowledge base, customers can search to find those articles themselves. Conversely, if the customer reaches out to your team, your agent can access the same article and send it to them.

The benefit of this is it leads to quick resolutions, freeing your team up to focus on more complex inquiries.

Queues to Optimize Overflow Management

Queues Dynamics 365 Customer Service case management

The ability to queue customer cases goes beyond just creating a lineup. You can organize and prioritize cases based on internal criteria. Some examples of how to use this tool include:

  • Prioritizing emergency cases where the customer’s operations might be halted because of an equipment issue posing a safety risk or a broken machine in need of immediate repair.
  • Picking off easy-to-resolve cases because they will take little time and free agents up to focus on more complicated ones.
  • Prioritizing harder cases as they might be more time-sensitive.

Additionally, if your team has multiple support streams for different areas of your business, you can also use Queues to assign leads more efficiently. If a customer fills out a form and specifies which areas of your business, they need support in, the system will assign that case to a support agent with specialized expertise in that area.

Configurable Routing Rules

You can configure Dynamics 365 to automatically assign cases through routing rules. Once you set up these rules, the system will assign cases to specific departmental queues or agents with specialized expertise. This optimizes case distribution and reduces wait times.

Routing Rules

For example, a farm equipment manufacturing company might have a different support department for sales inquiries than they do for technical ones. By setting up your system to differentiate which type of inquiry it is (marking it on a form or pressing a certain button to reach a specific department) you can then route that inquiry, so it goes to the right department.

Copilot Case Summaries

Microsoft’s AI tool, Copilot, is increasingly integrating with processes across Dynamics 365 Customers Service and the wider Microsoft ecosystem. Agents can use natural language prompts to ask Copilot to generate summaries before entering a call with a customer. This gives them a clear overview of case details, title priority, and customer history, ensuring they are focused and knowledgeable going into a call.

Case management in Dynamics 365 Customer Service Copilot

Imagine a customer reaching out to report an equipment malfunction. Your agent then asks Copilot for a summary of customer history and finds that this is the fifth time this customer has reported that issue. The agent then has actionable next steps, including:

  • Finding knowledge articles on the issue to send to them - if it's a repeat issue then the history summary will likely highlight an article that has already been sent to them before
  • Pulling up information on the product to better help them answer the customer's questions
  • Looping in the sales team - because if this is an issue that has happened multiple times, the product might need to be replaced or upgraded

Copilot is a powerful AI assistant for your customer service representatives and empowers them to work smarter for your customers.

Service-Level Agreements

Dynamics 365 case management Service level agreements

Service-Level Agreements (SLAs) define and enforce response and resolution timeframes. These help you meet customer expectations by setting measurable goals and triggering automated actions if those goals are not met.

You can establish SLAs in Customer Service and have the system automatically track progress for you. This feature helps you improve your support processes to boost customer satisfaction and maintain a high level of service that keeps customers happy.

Customers want to know that they will be taken care of, and providing them with an SLA will give them peace of mind that their issues will be resolved to an agreed-upon standard. It will also assure them that if the standard is not met, you will take steps to fix that. This type of transparency fosters customer loyalty.

Record Creation and Update Rules

You can automate the creation and updating of records based on specific customer activities, such as receiving an email from a customer or a support agent marking a task as completed. This reduces the manual effort of tracking and compiling this data, which can lead to human error or inaccurate data, and ensures important interactions and issues are not missed.

Automated record creating Power Automate

You can set up update rules to automatically adjust records when relevant changes happen. This keeps data accurate and up to date without any manual intervention. This feature eliminates repetitive tasks, allowing agents to focus on helping customers and resolving cases more efficiently.

Business Process Flows

Business Process Flows is a great tool that defines structured, stage-based steps for agents to follow when resolving cases. This ensures consistency across your team, allowing you to enforce best practices, reduce errors, and standardize your case resolution processes. These flows will guide your team through key stages such as:

  •  Identifying the issue
  • Diagnosing the problem
  • Providing a resolution
  • Closing the case

You can customize workflows to align with your organization’s unique processes, leading to smoother and faster resolutions while maintaining high-quality customer experiences. For example, you might want to set up a stage where the inquiry gets escalated to a specialist or a manager if a service agent can’t resolve the issue or if a customer requests it. You can also have more than one Business Process Flow available, depending on how many teams and the type of support request, the process may vary. Whatever the steps in your process are, using Business Process Flows in Dynamics 365 Customer Service will streamline the transitions between them.

Core Benefits of Case Management in Dynamics 365 Customer Service

Now that you understand some of the primary tools in case management, let’s take a look at the tangible benefits for your business:

  1. Streamlined Operations: Automated case routing, record creation, and workflows reduce repetitive manual tasks, ensuring agents can focus on helping customers. With case management, your support team can handle more cases in less time to improve operational efficiency.
  2. Enhanced Customer Experiences: Case management empowers you to give consistent and timely responses, fostering customer trust and satisfaction. Customers will be directly affected by your processes improving, building loyalty, and boosting brand perception.
  3. Improved Agent Efficiency: Tools like Copilot summaries and knowledge articles let your agents resolve cases faster and more accurately. Agents can focus on solving problems rather than searching for information.
  4. Comprehensive Insights: Built-in dashboards and analytics give you visibility into case trends, SLA adherence, and overall team performance. Supervisors can monitor key metrics, identify areas of concern, and come up with ways to improve service outcomes through data-driven decisions.
  5. Increased Service Quality and Accountability: Features like SLAs, business process flows, and automated routing, ensure cases are addressed promptly and within defined timeframes. This holds your team accountable to a certain set of standards and improves overall service quality, ensuring customers receive the level of support they expect.
  6. Scalability for Growing Businesses: When you work with a Dynamics 365 solution, you can expect scalability to adapt to growing case volumes and changing business needs. As your business expands, your case management tools will grow alongside it without compromising service quality.

Reach out to Stoneridge to Boost Customer Satisfaction and Foster Agent Efficiency

If you want to learn more about effectively managing cases in Dynamics 365 Customer Service with these tools, reach out to the Stoneridge team of experts.

No matter what stage you’re at with Dynamics 365, whether it's implementation, support, or optimization, Stoneridge has a dedicated team that will help you optimize business processes and improve satisfaction for both your customers and your team members.

Related Posts


Under the terms of this license, you are authorized to share and redistribute the content across various mediums, subject to adherence to the specified conditions: you must provide proper attribution to Stoneridge as the original creator in a manner that does not imply their endorsement of your use, the material is to be utilized solely for non-commercial purposes, and alterations, modifications, or derivative works based on the original material are strictly prohibited.

Responsibility rests with the licensee to ensure that their use of the material does not violate any other rights.

Start the Conversation

It’s our mission to help clients win. We’d love to talk to you about the right business solutions to help you achieve your goals.

Subscribe To Our Blog

Sign up to get periodic updates on the latest posts.

Thank you for subscribing!