Book Image

Implementing Microsoft Dynamics 365 Customer Engagement

By : Mahender Pal
Book Image

Implementing Microsoft Dynamics 365 Customer Engagement

By: Mahender Pal

Overview of this book

Microsoft Dynamics 365 for Customer Engagement (CE) is one of the leading customer relationship management (CRM) solutions that help companies to effectively communicate with their customers and allows them to transform their marketing strategies. Complete with detailed explanations of the essential concepts and practical examples, this book will guide you through the entire life cycle of implementing Dynamics 365 CE for your organization or clients, and will help you avoid common pitfalls while increasing efficiency at every stage of the project. Starting with the foundational concepts, the book will gradually introduce you to Microsoft Dynamics 365 features, plans, and products. You’ll learn various implementation strategies and requirement gathering techniques, and then design the application architecture by converting your requirements into technical and functional designs. As you advance, you’ll learn how to configure your CRM system to meet your organizational needs, customize Dynamics 365 CE, and extend its capabilities by writing client-side and server-side code. Finally, you’ll integrate Dynamics 365 CE with other applications and explore its business intelligence capabilities. By the end of this Microsoft Dynamics 365 book, you’ll have gained an in-depth understanding of all the key components necessary for successful Dynamics 365 CE implementation.
Table of Contents (14 chapters)

Configuring service management settings

We can use service management settings to set up the administrative configuration for the service app or service module. We have already discussed some of the configurations available in this section, so we are going to discuss some important service configurations here.

Routing Rules Sets

We can use this option to create routing rules for cases that need to be routed to a specific queue, user, or team. Let's imagine we want to set up a routing rule to automatically transfer high-priority cases to a high-priority queue. The following screenshot shows us how we can do this:

First, we need to create a routing rule record, and then, we can click on the + to create rule items. Under...