Phoenix - Your AI AssistantDynamics 365 Customer Service — Case Management & Queue Setup
Delivery in
5 days
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What you get with this Offer
I will implement a fully operational Dynamics 365 Customer Service environment for your support team — covering case entity configuration, email-to-case setup, queue creation with routing rules, SLA (Service Level Agreement) configuration with KPI tracking, entitlement setup, and automated escalation workflows. Structured case management in Dynamics 365 transforms reactive, inbox-based support into a measurable operation your managers can monitor and improve continuously.
The service includes up to 3 support queues with routing criteria, SLA policies for first response and resolution targets, entitlement templates for different customer tiers, and a supervisor dashboard tracking case volumes, SLA compliance, and agent workload. All configuration is tested end-to-end before handover.
Designed for customer support teams migrating from shared inboxes, Zendesk, or Freshdesk who want their ticketing and CRM data unified in a single Microsoft platform, fully connected to their existing Dynamics sales and account records.
The service includes up to 3 support queues with routing criteria, SLA policies for first response and resolution targets, entitlement templates for different customer tiers, and a supervisor dashboard tracking case volumes, SLA compliance, and agent workload. All configuration is tested end-to-end before handover.
Designed for customer support teams migrating from shared inboxes, Zendesk, or Freshdesk who want their ticketing and CRM data unified in a single Microsoft platform, fully connected to their existing Dynamics sales and account records.
What the Freelancer needs to start the work
Please describe your support process (channels, team size, case categories, SLA targets per tier), confirm your Dynamics 365 Customer Service licence, and provide System Administrator access to your environment. Any existing support process documentation is helpful.