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title: How Dynamics 365 Case Management helps you Manage Customer Queries

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# How Dynamics 365 Case Management helps you Manage Customer Queries

What does great customer service mean to you?

It is supporting your customers in all the possible ways on time. For example, when they reach out with a question or problem, answering them instantly.

“Please hold while we transfer you. You are valuable to us.” This is not what they like to hear. No one wants to be put on hold for a long time. Studies show that 15% of customers hang up after waiting for 40 seconds.

![](https://i.imgur.com/F6yZ1A7.png)


It’s essential that you provide them with instant replies, which is challenging as customers prefer different channels for support. They may start their request via phone or call and then move on to other channels. Hence, you should integrate a Dynamics 365 Case management solution that ensures a seamless experience for you and your customers despite the communication channel. It connects everyone in the organization and helps your support team with all the information required to solve a case, including activity history and best actions.

Before we begin with the benefits case management has for your business, let’s examine case management in detail.

**What is Dynamics 365 Case Management?**

A case management solution lets companies collect all the information related to the cases. It tracks each case (question/request/issue reported by customers and requires resolution) from intake of the incident to remediation process and final resolution.

Dynamics 365 case management solution pulls all the cases in the database, identifies causes, and helps route them to the appropriate agents who can solve the case. It allows agents to categorize and manage cases. Other members such as the support team can analyze KPIs, including response time and resolution time. The service team can maintain a knowledge base to compile common queries.

Case management is important as one single mistake can lead to discrepancies. Long waiting hours, delays in case resolution, miscommunication in case management can escalate the support cost and even impact customer satisfaction, costing you a customer.

Original Source: https://www.crmjetty.com/blog/dynamics-365-case-management-manage-customer-queries/
