Cases, queues, SLAs and entitlements

MB-910 · Customer Service · Updated

How Dynamics 365 Customer Service tracks issues with cases, queues, routing, service level agreements and entitlements.

This lesson is part of full MB-910 access

The first 2 MB-910 lessons are free. Full access opens every lesson with its practice questions, and the exam-style MB-910 question bank.

In this lesson
  • Cases
  • Queues and routing
  • SLAs
  • Entitlements
  • Knowledge management
  • Customer Service Insights
  • Exam traps
  • Practice questions

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MB-910 course outline

All 7 lessons · Course overview
  1. Customer Insights - Journeys and DataMarketing and Customer Insights Free
  2. Sales process - lead to order in Dynamics 365 SalesSales Free
  3. Cases, queues, SLAs and entitlementsCustomer Service Full access
  4. Omnichannel and Connected Customer ServiceCustomer Service Full access
  5. Work orders, scheduling and Field Service MobileField Service Full access
  6. Connected Field Service and IoTField Service Full access
  7. Dataverse, Power Platform and securityShared features and Power Platform Full access