Customer Service

Case
Management

Feature	Functional Description	Technical Description
Case Management	Create, track, and resolve customer issues across their lifecycle with SLAs and escalation rules.	Case (Incident) table in Dataverse with status reason, SLA KPIs, routing, and automation.
Case Routing	Automatically assign cases to the right agent or queue.	Rule-based and unified routing engine using Dataverse and AI classification.
Queues	Organize and distribute work items among service teams.	Queue table with queue items, security roles, and routing rules.
Service Level Agreements (SLAs)	Ensure cases are handled within defined response and resolution times.	SLA entity with KPI instances, timers, and pause conditions.
Entitlements	Control support coverage and limits per customer or contract.	Entitlement table enforcing case limits and SLA applicability.

Customer
Knowledge

Feature	Functional Description	Technical Description
Knowledge Base	Enable agents and customers to search and use articles for faster resolution.	Knowledge Article table with full-text search and relevance scoring.
Knowledge Authoring & Publishing	Create, review, approve, and publish knowledge articles.	Workflow-enabled lifecycle states with security and versioning.
Knowledge Search & Suggestions	Recommend relevant articles during case handling.	AI-driven suggestions using Dataverse search and contextual signals.

Omnichannel

Feature	Functional Description	Technical Description
Omnichannel for Customer Service	Engage customers across chat, SMS, social, email, and voice.	Built on Azure Communication Services and Omnichannel routing.
Live Chat	Real-time web chat support with customers.	Embedded chat widget with queue-based routing and transcripts.
Digital Messaging	Persistent conversations across channels (WhatsApp, SMS, social).	Channel integrations with conversation threading in Dataverse.
Voice Channel	Handle inbound and outbound voice calls.	Azure Communication Services with call routing, IVR, and recording.

Agent
Productivity

Feature	Functional Description	Technical Description
Unified Service Desk (Legacy)	Centralized desktop experience integrating multiple applications.	Windows-based client with adapters and hosted controls (legacy).
Customer Service Workspace	Modern unified agent interface for multitasking.	Model-driven app with session-based UI and side panels.
Knowledge-Assisted Case Resolution	Recommend articles and similar cases to agents.	AI models analyzing case context and history.
Case Timelines	View all interactions and activities in chronological order.	Timeline control aggregating activity tables.

Self‑Service

Feature	Functional Description	Technical Description
Customer Self-Service Portal	Enable customers to create cases and access knowledge online.	Power Pages site integrated with Dataverse security.
Community Forums	Provide peer-to-peer support capabilities.	Forum entities exposed via Power Pages.
Virtual Agent / Copilot Studio	Automate issue resolution with chatbots.	Microsoft Copilot Studio bots connected to Dataverse and channels.

Scheduling

Feature	Functional Description	Technical Description
Resource Scheduling	Schedule service activities and resources.	Schedule Board, Universal Resource Scheduling entities.
Calendar Management	Manage agent availability and workloads.	Integration with Exchange calendars and Dataverse resources.

Insights & AI

Feature	Functional Description	Technical Description
Customer Service Insights	Analyze case trends, volumes, and resolution metrics.	Embedded Power BI dashboards connected to Dataverse.
Sentiment & Priority Detection	Detect customer sentiment and urgency.	Azure AI models analyzing text signals.
Case Topic Clustering	Group and identify emerging issue themes.	AI clustering models using historical case data.

Collaboration

Feature	Functional Description	Technical Description
Microsoft Teams Integration	Collaborate on cases and escalate issues.	Teams integration using Microsoft Graph APIs.
Email Integration	Track and manage customer emails.	Server-side synchronization with Exchange Online.

Documents

Feature	Functional Description	Technical Description
SharePoint Integration	Store and manage case-related documents.	Server-based integration with SharePoint Online.

Automation

Feature	Functional Description	Technical Description
Business Process Flows	Guide agents through standardized service processes.	BPF engine layered on Case and related tables.
Power Automate	Automate tasks, notifications, and escalations.	Cloud flows using Dataverse triggers and actions.

Analytics

Feature	Functional Description	Technical Description
Dashboards & Reports	Monitor service performance KPIs.	Dataverse dashboards and Power BI integration.

Mobility

Feature	Functional Description	Technical Description
Mobile App	Enable agents to manage cases on mobile devices.	Dynamics 365 mobile app with offline support.

Extensibility

Feature	Functional Description	Technical Description
Custom Tables & Fields	Tailor the solution to business-specific service needs.	Dataverse extensibility framework.

Integration

Feature	Functional Description	Technical Description
APIs & Third-Party Integration	Integrate with ERP, CRM, or external service tools.	REST APIs, webhooks, Azure Service Bus connectors.

Security &
Admin

Feature	Functional Description	Technical Description
Role-Based Security	Control access to customer and case data.	Dataverse security roles and field-level security.

Compliance

Feature	Functional Description	Technical Description
Auditing & Data Retention	Track data changes and meet compliance requirements.	Dataverse auditing and Microsoft Purview integration.