In the previous chapter, we focused our attention on the Sales functionality available within Microsoft Dynamics 365. In this chapter, we will start looking at the Customer Service functionality.

At this point, you should be familiar with creating a trial instance, and you should already have a new Sales instance created. This brings a set of core functional entities and components with it. We need to add the Customer Service functionality and see what it is all about.

In this chapter, we will cover the following topics since they relate to the Customer Service functionality:

• The functionality of the Customer Service application
• The Customer Service Hub
• The specific entities and processes that support the Customer Service application

By the end of this chapter, you will be familiar with the Customer Service application's functionality, as...