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Most of the functionality in the Dynamics 365 Customer Service App has been around for years, so\\xa0 I invited two Microsoft MVPs and Customer Service experts to discuss the value of these features today.

The features we discussed are:

1. Knowledge Base
2. Subject
3. SLAs/SLA Pausing
4. Entitlements
5. Queues
6. Case Creation and Case Routing Rules
7. Customer Service Portal
8. Holiday and Customer Service Schedules
9. Parent/Child Case Relationships
10. Scheduling

This episode is also available on video!\\xa0If you rather see our faces as we discuss these topics live, tune in and subscribe to:\\xa0http://www.crmmvpmedia.com/

Guests:

Tricia Sinclair: https://www.linkedin.com/in/triciasinclair/

EY Kalman: https://www.linkedin.com/in/thecrmninja/