Microsoft has 3 customer service products that each have a slightly different focus, and we will review all 3 products today, and remember, they all can work together:

Customer Service: Manage your customers’ service requests and RMA’s, it includes Case management, Knowledge management, Document Management, Integration to TEAMS & PBI, Embedded Intelligence, Analytics and Reporting.

Field Service: The Dynamics 365 Field Service business application helps organizations deliver onsite service to customer locations. The application combines workflow automation, scheduling algorithms, and mobility to set up mobile workers for success when they’re onsite with customers fixing issues.

Project Operations: Providing great customer service is important to our choice of—and loyalty to—a brand. In fact, the Microsoft State of Global Customer Service report found that customer service affects brand choice and loyalty for 96 percent of consumers around the globe. While excellent customer service helps you earn customers for life, it also improves your bottom line.