Session Abstract

How does a simple email to a support mail address become a well-documented, fully traceable case in Dynamics 365 Customer Service including SLA and Knowledge Article Management. In this session, Joergen will show you how to set up and configure Dynamics 365 for Customer Service. Starting with the configuration of Customer Service basics such as shared mailboxes and mailbox configuration, then covering differences and settings of basic and advanced queues, as well as automatic case creation rules based on Power Automate flows, up to entitlements, SLA definition, related or similar cases, and knowledge article management. To gain a good understanding of Customer Service working together with an existing Dynamics 365 Sales CRM, Joergen will also cover Dataverse data model tips like relationship behavior and mapping and will also give a brief overview about licensing topics like restricted tables. This session is aimed at functional consultants, solution architects, and technically experienced key users who want to gain a better understanding and implement Dynamics 365 with Customer Service for the first time or expand an existing Dynamics 365 Sales app with Customer Service functionalities.

Joergen Schladot

For the past 14 years Joergen has been working in the CRM business area. Starting as a functional consultant with strong interest in new features and functionalities, he also presented the whole Dynamics 365 CE application stack as a Presales Consultant. Moving forward he became a Solution Architect focusing on Dynamics 365 CE applications and possibilities to enhance the Model Driven application world with Power Platform functionalities and integrate with ERP. Very early Joergen started participating in Microsoft, partner, and community events and since the beginning of 2020 he actively engages in the community by co-organizing events and sharing his knowledge on LinkedIn, blog posts and as a speaker. Part of organizing teams: - Deutschland Powerthon 2021 & 2022 - DACH Powerthon 2023 & 2024 - Global Power Platform Bootcamp 2022 & 2023 - Dynamics 365 Meetup Deutschland (monthly since 2020)