− | The Customer Service functionality is typically used to track customer issues through cases, keep track of all interactions related to a case, sharing information in the knowledge base, create queues and route cases to the right channels, creating and tracking service levels through service-level agreements (SLAs), defining service terms through entitlements, manage performance and productivity through reports and dashboards, create and schedule services and manage conversations across channels. | + | The Customer Service functionality is typically used to track customer issues through cases, keep track of all interactions related to a case, share information in the knowledge base, create queues and route cases to the right channels, create and track service levels through service-level agreements (SLAs), define service terms through entitlements, manage performance and productivity through reports and dashboards, create and schedule services and manage conversations across channels. |
− | Dynamics 365 Customer Service runs on Microsoft Dataverse and uses [[Power Apps]] model-driven app design. You can create your own model-driven apps, either from scratch with your own custom tables or based on tables which comes with Dynamics 365 Sales. | + | Dynamics 365 Customer Service runs on Microsoft Dataverse and uses [[Power Apps]] model-driven app design. You can create your own model-driven apps, either from scratch with your own custom tables or based on tables which comes with Dynamics 365 Customer Service. |