Case Management for Public Sector

Our Case Management solution is built on the Microsoft Azure portals and Dynamics 365 Customer Engagement platform.

Dynamics 365 Case Management is a feature within Microsoft Dynamics 365 Customer Service that helps organizations effectively track, manage, and resolve customer inquiries, issues, and requests. Here are some key components of case management in Dynamics 365:

1. Cases: A case represents a single incident of service, such as a customer inquiry or problem. Multiple cases can be associated with a single customer at any time.
2. Activities: Activities represent interactions with customers, like phone calls or emails, and can be associated with a case.
3. Entitlements: These specify the amount of support services a customer is entitled to, similar to support contracts.
4. Knowledge articles: The knowledge base contains informational articles to help customer service representatives resolve cases.
5. Queues: Queues organize and store activities and cases waiting to be processed.
6. Service-level agreements (SLAs): SLAs track and define response times for cases when they are opened.

In summary, Dynamics 365 Case Management streamlines the recording, tracking, and resolution of client reporting issues, ensuring efficient outcomes for businesses facing high volumes of customer service requests.

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