Introduction

  • 6 minutes

The case management features in Dynamics 365 Contact Center empower organizations to deliver efficient, consistent support across multiple communication channels. While the core capabilities of Dynamics 365 provide a strong base for handling customer inquiries, modern service environments often require advanced tools to meet evolving business needs. This module explores the comprehensive case management options available in Dynamics 365 Contact Center, highlighting how AI-driven automation, unified routing, and integrated analytics enhance both agent productivity and customer satisfaction. You also discover how these capabilities support a wide range of customer service scenarios, from real-time engagement to proactive issue resolution.

Learning objectives

After completing this module, you're able to:

  • Describe capabilities of Dynamics 365 Contact Center.

  • Explain the case lifecycle and automation features.

  • Explain how channels are used in Dynamics 365 Contact Center.

  • Describe the different routing options that are available.

  • Describe the reporting and analytics tools available for service optimization.

  • Describe the Agent Hub in Dynamics 365 and how it's used.