Introduction

Imagine that a customer contacts an appliance company because a connected washing machine stops during a cycle. The customer has already searched for the error code but still needs help. They expect the service team to recognize the product, understand what they tried, and move the issue toward a resolution without asking them to start over.

This request begins the story that runs through the module. Resolving it requires more than a helpful answer. The service team needs the customer's history, product details, previous troubleshooting, support terms, and a clear record of the work that follows.

Dynamics 365 Customer Service provides the shared foundation for that work. It connects customer and case records, activities, service commitments, knowledge, and outcomes so that each person or system can continue the same service story. Copilot and autonomous agents build on this context to assist people, complete defined tasks, and improve future service.

In this module, you follow the appliance request from first contact through resolution. Along the way, you explore how connected data supports the journey and how AI transforms the work without removing human oversight.