MICROSOFT PRODUCT CAPABILITIES
Keep the case moving.
Dynamics 365 Customer Service brings case management, knowledge, and service performance into the same application. Agents can see the customer’s history, use approved guidance, and work against the service commitments your business defines.
Cases and commitments
Capture cases, track ownership, set entitlements and service-level agreements, and follow the work through to resolution.
Knowledge in the workflow
Create and maintain a knowledge base that helps agents find consistent answers and retain what the team learns.
Routing and workloads
Use queues and supported routing capabilities to direct work to suitable people, with workload visibility for supervisors.
Copilot and service insight
Use supported summaries and response assistance to reduce repetitive preparation. Analyse case volumes, handling patterns, and service performance.
Match the service plan to your channels
The edition, contact centre capabilities, voice, digital channels, and capacity determine the complete service experience. Define those requirements alongside case handling before selecting licences.
Put it to work with Braintree.
Braintree configures the case process, routing, knowledge, access, and reporting, then connects the customer and operational systems agents need during a conversation.
Microsoft product guidance
Connect the channels that customers use
The service design should connect each supported channel to a clear case workflow. Email, chat and additional messaging integrations can be considered alongside the knowledge base, internal collaboration and customer access requirements.
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Map incoming enquiries to case categories and responsible teams.
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Define escalation paths and service commitments.
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Set access roles for customer information and case records.
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Confirm channel licences and connector requirements before deployment.
01
Follow the issue through to resolution
Customer Service is useful when an enquiry must become owned work rather than remain an email thread. A case connects the customer, the issue, the interactions and the steps taken to resolve it. The important design question is what the organisation regards as a case and when that case is genuinely complete.
Consider a customer reporting an incorrect invoice. An agent needs account context, the relevant document, an assigned owner and a clear path to finance. The customer should not have to explain the issue again when it moves between teams. This illustrative workflow depends on the connection to finance and the information each role is permitted to view.
02
Routing is a configured operating process
Microsoft’s unified routing classifies incoming work, directs it to a suitable queue and assigns it against representative capabilities. Skills, capacity, availability and work-item attributes can affect that decision. Implementing routing therefore involves understanding who can handle each category and what should happen when nobody suitable is available.
Customer Service also distinguishes service-level agreements from entitlements. Service targets describe the response or resolution commitments you configure; entitlements express the service a customer is entitled to receive. Neither setting is a guarantee that the organisation will meet its promise. They need escalation, ownership and reporting around them.
03
Choose channels around the service experience
Email, messaging, voice and self-service are not interchangeable additions. Each creates different expectations, workload and licensing requirements. A messaging integration may need a channel provider, while a voice or contact-centre requirement may involve separate capabilities. The proposal should state exactly which channels are included and how their conversations become cases or work items.
Knowledge articles help make useful answers repeatable. Their quality depends on a publishing process: who drafts an answer, who reviews it and how outdated information is withdrawn. A portal or virtual agent should use an approved knowledge scope and provide an escalation route when it cannot solve the problem.
04
Demonstrate the difficult handover
Braintree can shape the case model, service queues, access roles and reporting around your support process. A representative demonstration should include a routine enquiry, an urgent case, a transfer between teams and a customer follow-up after closure.
Define categories, priorities, ownership, escalation and the information needed before closure.
Confirm channel licences, connectors and the customer identity used across conversations.
Agree knowledge ownership and the content available to agents or customers.
Test permission boundaries, queue capacity and reporting with real operational roles.
EVIDENCE & DOCUMENTATION
See the work in context.
BEFORE YOU DECIDE
