- [Instructor] Cases in Dynamics 365
are the core of customer service.
Cases are commonly used
to track a customer request problem,
or question from the intake process
to the final resolution.
Lots of organizations use different terms
for cases like ticket or incidents.
A good ample of a case
is a customer having an issue
with a product they purchased
or a question about a bill they received.
The customer will contact the organization,
informing them of the complaint
or asking the question.
By creating cases,
the organization will be able to track the steps
that were completed to resolve the case.
Besides the ability to track individual cases,
the overall data gives organizations
a good understanding
of how many cases are being created.
How many cases are being resolved,
what the top requests are,
and the questions
or issues that customers are dealing with.
This allows organizations
to improve products and processes.